Urgent: Replacement Fridge Not Delivered – Request for Immediate Resolution

I purchased a fridge from Takealot, which was delivered with visible damage, including a scratch and a broken plug. Upon noticing the scratch, I immediately alerted the delivery driver. Due to urgency, I initially decided to keep the fridge. However, when I attempted to switch it on approximately three hours after delivery, I discovered that the plug was broken.

I logged a return request immediately, as replacing the plug myself would void the warranty. I selected a replacement, not a refund, and at the time of logging the return, the item was still in stock.

On Monday, I was informed by Moegamat D that the original item was no longer in stock, but that an alternative fridge could be arranged. He asked whether I had taken pictures of the faulty fridge, to which I responded that I had not. He then advised that he would request managerial approval for an alternative fridge, specifically the Defy DFF440 492L French Door Fridge with Water Dispenser (Onyx).

I followed up consistently throughout the day, but was only informed that the manager was in meetings. Since then, despite multiple emails, the only response I have received is “allow me the opportunity to resolve this,” with no concrete progress or resolution.

This morning, I was issued Takealot credit, despite clearly stating that I do not want a refund or credit, but a replacement fridge. I have been without a fridge since last week, and my food has spoiled as a result.

I am extremely frustrated by the lack of resolution and the back-and-forth communication. I expect the alternative fridge that was promised to be delivered today before close of business, as originally indicated. I do not accept store credit as a resolution.

Please treat this matter as urgent and confirm delivery arrangements immediately.

Kind regards, Xoli Mfusi