Urgent: Resolution Required for Order Issues (Order #*** and #***)

Dear Takealot Team,

I purchased a watch for my son's birthday (Order #***), which was delivered. However, I logged a return due to quality issues and requested a replacement. Unfortunately, your replacement process does not allow me to select an alternative product. It’s unreasonable to return a product due to quality concerns only to have the same item sent again.

When the delivery driver arrived with the replacement (Order #***), I refused to accept it as it was the same product. I asked the driver if I could write on the packaging to specify an alternative product I’d like, and I was willing to pay the difference. She refused outright, was rude, and ignored my request. She then updated the delivery status with "we tried to deliver your parcel," making it appear as though I was unavailable, which is untrue.

I also spoke to Rofhiwa (***) to escalate the matter, but his response was unhelpful and dismissive. Instead of addressing my concern, he explained supplier processes, which are irrelevant to me as a customer. He also interrupted me while I was explaining, made assumptions, and provided poor service. When I requested escalation to a manager, he claimed they need to "book" the manager. For a crisis like this, someone should be available immediately.

I want to make it clear that I paid for delivery, including next-day delivery, to ensure the product arrived in time for my son's birthday. Since this is a replacement, any additional delivery fees should be covered by Takealot, as you chose to deliver twice.

This experience has been frustrating and disappointing. I strongly urge you to update your app to allow customers to select alternative products during the return and replacement process. Opting for a replacement should not mean being forced to accept the same faulty product.

Please resolve this issue today as it is urgent. I expect better service from Takealot, and I trust you will address this matter promptly.