Takealot

After receiving no feedback on three calls made to the distribution centre last week.

Dear Ridhaa.F,

I have only read your mail now. Your system that manages your company is not being truthful. The system indicates that the delivery was made last Friday and that I signed for it. This has never happened. I made sure I was at the delivery address all day on Friday up to 20 minutes past 5 pm. My various calls to your distribution center on Saturday, of which I managed to eventually get the number as you are hiding it from your main web pages, did not help. Besides you admitting on my third call that the package was not delivered and that you lied on your tracking system, I had to explain the situation three times from scratch every time to a different person. Now you are asking me for a new address which I believe I do not dare to change now as in your system it will certainly create even more confusion. This morning, Monday, I received another SMS message, same as the one on Friday, that states the package will be delivered today. Can I believe that while your famously advertised system is still indicating that the package was delivered last Friday?

I also received an e-mail asking me to rate your service. I rated it as bad. It then took me to another page where I assumed you will ask me why I feel this way. Oddly, this page gives me a message that said this enquiry has been closed and cannot be rated. This is a very laughable matter considering you want to be the best online retailer in the country. Your Help-Centre does not give any option for a non-delivery. It appears that you are so good because you hide all the bad.

My questions are simple. Do your delivery people have a phone to keep customers up to date? Do you lie on your-tracking system out of principle, which of course makes it null and void while you are still advertising it as a selling point?. Must I wait here for another day in case you decide to deliver my package? So much for customer service.

I cannot accept your apology. Your tracking system still indicates the package was delivered and signed by me last Friday when I now received a notification that it will be delivered today if at all. If your system is so wrong, what else is wrong with this deal? Perhaps I will find out when this package eventually gets delivered. I suggest that you rather not schedule a delivery than give false promises in one day to meet your targets to the detriment of your waiting customers. Why is there no information on how to complain on your main site? Are your management aware of these matters? How can I contact customer service, your CEO and CFO? Or is it standard that you do not give their details to customers as they don't care.

Dear Thuraiyah.H,

My package was delivered today, thank you. I pointed out to your driver that the package was damaged and appeared to have been opened on one end. I could not see damage to the unit but will only know if I do a proper inspection.

I am surprised that you do not address the issues raised during my calls.

My concern, however, is that your systems order tracking indicates that the package was already delivered last Friday. It even indicated that I signed for it where I have not received it at all. It seems that everyone just wants to assure the head office that all is alright where that is not actually the case. Your system of tracking is obviously not working as you are advertising.

RESPONSE

Thuraiyah.H (takealot.com)

Dec 2, 2024, 15:01 GMT+2

Good day

Thank you for contacting Takealot.com

Kindly be advised that the driver marked your order as delivered in error, but I will escalate this to the branch to deal with the driver internally.

I would like to apologize for any inconvenience that may have arisen from the matter at hand and would like to thank you for your understanding.

Thank you for your cooperation and continued support. Should you need any further assistance, please do not hesitate to contact us.

Have a lovely day further

Kind regards

Thuraiyah.H

Upon opening the box, I found that the seal was broken on one end and pointed that out to your driver. I also found that the packaging was damaged and definitely opened. I also found that the documents inside were all crumpled up as if they were used before. This packaging was most certainly not how it left the manufacturer and the unit could have been removed or replaced. My question now is: Did I receive a repaired unit, or a demonstration model as somebody has been inside this box before me? But based on the answers I have received to date from Takealot, I will probably never know. I will have to save this for the manufacturer if the unit fails under the guarantee. It seems that this company has mastered general apologizing instead of resolving matters with customers.

I ordered a Jura Milk Cooler 1L on special on take a lot for R3300.00. It was a great price and really enjoyed the product, for a couple of months.

It stopped working and sent it back as it was still under warranty.

I received an email stating that they don't have stock of the unit and will be credited to our wallet for the R3300.00. No choice in the matter. So if you buy a special, and it does not work they just credit your money. No replacement.

I did not feel this is fair as we bought it on special and expect the same product back as it is still under warranty.

I accepted (as you don't really get hold of someone that can make decisions) and we bough the 0.6L Jura Milk fridge (smaller unit) for R3955.00.

On their website it shows that there will be a 5-7 working days delay for deliver and should be delivered on the 13th of Feb 2025.

We ordered the unit on the 4th of Feb 2025.

Today, 12 February, I get an email stating my order was cancelled due to the fact that Take a lot does not have stock of this unit anymore. They did not have stock to start with seeing that they were doing to order from the supplier.

How can you cancel a day before your order is supposed to arrive?

How do you list items on your site that is not in stock?

If we as sellers want to sell something on Take A Lot, and you don't have stock you get penalised dearly, but as consumers you just get an email saying, sorry we don't have stock.

I will start buying direct from companies from now on and not use Take A Lot.

I purchased a Hisense TV from Takealot on 29 Jul 2022 (Order #11118****). In December 2024 , the LED backlight failed.

I contacted Hisense on 2 Jan 2025, and they collected the TV for repair as it was still under warranty. After a lengthy process, the repair company returned the TV broken and irreparable.
Hisense collected the TV again and approved a credit (Credit Approval No.: 005378****). Despite being told the refund would come from Takealot and after logging multiple calls online, I still have not received any clarity or my refund.
Please credit my card (5582 94** **56 1474) with the amount of R 7,998.00 by the end of this week.

Due to this frustration,
Today I did buy another Hisense 58 (2024) against my better judgement at R1,500 cheaper than on Takealot with quicker delivery turnaround. The cheaper price is despite the fact that Takealot have a 27% discount currently offered with a longer delivery cycle.
I just want my credit card to be credited with the original value.

I bought a Bennett vacuum/carpet cleaner in February 2024 for R4500.00 and sent it back on the 23rd of September 2024. When I switched the vacuum cleaner on the previous Sunday, it made a high-pitched sound and I smelled a burnt-like smell, so I instantly switched it off and logged the return as it was still under warranty.

After a month, I received a mail from Takealot with the assessment letter and repair quote from Bennett. I was shocked; why should I pay for repairs for the machine while it's still within the warranty period? Takealot then notified me that Bennett voided the warranty because I likely misused my vacuum cleaner, causing the motor to be damaged. Water also got into the motor, and the water pump was damaged.

I only washed the carpet once with the necessary filters, as directed in the manual. They also sent photos with cream-colored pet hair/carpet fabric that had gotten into the motor. I sent them photos showing that I have a dark brown industrial carpet, I have purple dyed hair, and a dark brown staffie dog. I argued that my machine was sabotaged by someone because that's not my hair or carpet fabric in the photo Bennett had sent.

I declined the repair quote because I strongly feel that I want a new replacement vacuum cleaner. Takealot stated that they are not obligated to help me in any way because of the decision from Bennett. On the 24th of October, I researched on HelloPeter to see how Bennett's service is rated, and to my surprise, I saw that Bennett appears to have a huge issue with corruption. Their warranty means absolutely nothing.

Every customer I read about who sent their items back under warranty stated that Bennett blamed them for misusing their machines and they wouldn't refund or replace them. I was outraged upon seeing and reading this. I took screenshots of it and brought this to Takealot's attention. I pleaded that they rectify this wrongdoing towards me as a valued customer, and asked them to open their eyes to what was going on.

It took me 2 years to save up for a vacuum cleaner that would last a lifetime. As a self-employed individual, I can't afford to lose my hard-earned money. Takealot's final email to me, after presenting all the evidence of corruption and wrongdoing, was as follows: 'Your response is noted. Kindly note, the supplier (Bennett) has already provided an outcome.

Takealot cannot change the outcome that the supplier/seller has provided.' I told them it's not that they can't, the question is, do they want to make an exception and help a valued customer? I just want a replacement vacuum cleaner, but they are continually rejecting my requests.

My sister order me a 15piece pot set I went to pick it up I open it to use it I wanted to make me food when I put the pot on the stove the pot was moving on the stove I can't use such pots and I have a child in my house that pots is horrible I went to return it Nd they send my sister a email saying the return failed due to I DD was the pot so that means I must send the pot dirty back cz they failed my return Nd now I have to sit with pots that I won't be using because it isn't safe for me to use making food in a pot that wabbling on the stove it's not safe at all I'm very angry on the service U they provide

I bought a Bennet vacuum/carpet cleaner in February 2024 for R4500.00 I sent it back on the 23rd of September 2024. When I switched the vacuum cleaner on the Sunday it made a high pitched sound and I smelled a burn like smell and instantly switched it off and logged the return because its still under warranty.

After a month I got a mail from Takealot with the assessment letter and repairing quote from Bennet. I was like what, why must I pay for repairs for the machine whilst its still in its warranty period?! So then Takealot notified me that Bennet voided the warranty because I likely misused my vacuum cleaner which caused the motor to be damaged. Water also got into the motor and the water pump was stuffed.

I only washed the carpet once with the necessary filters like they directed in the manuel. They also sent photo's with a cream color pet hair/carpet fabric that got into the motor. I sent them photos that I have a dark brown industrial capet, I have purple dyed hair and a staffie dog thats dark brown. I said that my machine was sabotaged by someone because thats not my hair or carpet fabric in the photo Bennet had sent.

I declined the repair quote because I feel strongly that I want new replacement vaccuum cleaner. Takealot says that they are not obligated to help me in any way because of the outcome and decision from Bennet. On the 24th of October I searched on HelloPeter to see how Bennets service is and to my surprise I saw that Bennet has a huge corruption thing going on. Their warranty means absolutely nothing.

Every customer I read about sending their items back under warranty said that Bennet put the blame on them stipulating they misused their machines and they won't refund nor replace it. I was outrage in seeing and reading this. I took screenshots of it and brought this under Takealots attention and pleaded that they rectify this wrongdoing towards me as a valued customer and asked them to open their eyes. It took me 2years in saving up for a vacuum cleaner that will last a lifetime.

I am self employed and can't accept losing my hard earned and saved money. Takealots, last email to me after all the evidence in the corruption and wrongdoing towards me was as follow: Your response noted. Kindly note the supplier (Bennet) has already provided a outcome. Takealot cannot change the outcome that the supplier/seller provided.

I told them its not that they cannot, the question is do they want to make an exception and help a valued customer?! I just want a replacement vacuum cleaner and they are just rejecting me left right and centre.