Worst Customer Service in SA

I bought a pack a OralB Superfloss from TakeAlot, it took the expected amount of time to get here and I thought all was good.

Got home right after collected and I opened the box to find that my box of floss was covered in mould and had a sticky substance at the back.

It’s non- returnable item so off I go to email them and explain the situation - they say I can return it and they will collect it. Well despite giving them the correct address, and despite that address being on my address book on their app, they managed to go to the wrong address.

When I asked why it had not been collected I recieved no response from them- nothing. I had to go figure out what had gone wrong.

Emailed them explaining - nothing! No response. So I called them - finally someone helped me! And I told her I would be dropping it off at the pick up point because I no longer trusted TakeAlot.

Took it back- my app still shows that I haven’t taken it back… email them again - and they are still under the impression that I have the item and they must collect it.

Explain to them again that it’s been dropped at the pick up point with the number for the return on the box.

We have now gone back to not responding to me at all. I’ve requested a phone call from a manager on multiple calls and emails to them. No one had bothered to call me.

So let’s start with A- how do you send a hygiene product covered in mould to a paying customer? B- place the wrong address when collecting it and then not bother to contact the customer? C- ignore the customer when they ask pertinent questions? D- ignore a customer requesting to be taken seriously?

I’ve heard their customer service was bad but this experience has been next level pathetic.