Urgent Complaint Regarding Service and Refund Request

I am experiencing frustration and disappointment regarding the ongoing issue with my MacBook Air (Order References: MRRN-OZYRY-GREX, RRN-UNAY8-5QWK, and RRN-85XN9-EZR9), purchased on February 27, 2024. The device, delivered in excellent condition, began malfunctioning by September, shutting off randomly and failing to power on.

I initiated a return on September 6 and, despite prompt collection, updates were sp****. After multiple follow-ups and assurances from an agent (Taylor.C), I was asked on September 25 to remove the device from iCloud, even though it was already in Takealot’s warehouse. I comp****, but my return was rejected on September 27 despite video evidence.

I requested another collection and refund to purchase a working MacBook, as the issue was severely impacting my work. Communication remained inadequate, with automated or vague responses to my queries. On November 6, I was again asked to remove the device from iCloud. Despite providing proof, the MacBook was returned locked and unusable.

For over 90 days, I have been without a reliable device, affecting a critical production project. I have resorted to carrying my iMac, which is impractical and risky. As a loyal customer since 2019, I am disappointed by the lack of support in this matter.

I have asked for an urgent request for a fair resolution—either a replacement or a refund—without further delays or expenses. I need a working MacBook immediately, as I have an opportunity to work from KZN starting December 21. All I ask is a nubmer, at least to clarify and resolve this matter.

It is unacceptable that this situation has been ongoing for months without resolution. I have spent countless hours providing evidence, fulfilling their requirements, and following up, only to encounter further delays, lack of communication, and inconsistent responses.

I demand to know where I can escalate this matter to ensure a refund is processed promptly. This experience has eroded my trust in Takealot's service, and I am prepared to take my business elsewhere. Please advise on the correct avenue to resolve this matter definitively.

I look forward to your immediate response.