Product Failure and Severe appalling service from Distributor Takealot

An ongoing issue with Fossil product and their distributor Takealot.

I am writing to formally lodge a serious complaint regarding a Fossil watch purchased from Takealot on 26 November 2025 (Order #195975788) Return Reference: MRRN-85ENE-ZZ94

Defective Product Causing Medical Harm This item is not being returned due to a change of mind. The watch has caused a severe skin reaction and rash, resulting in a medical issue. I have worn the watch on no more than two occasions, for less than 10 minutes in total, and the reaction was immediate and significant. I have provided photographic evidence.

Despite this, Takealot has refused to issue a refund, citing that the return occurred outside of the 30-day change-of-mind period. This reasoning is incorrect and inappropriate. Under the Consumer Protection Act of South Africa, as well as Takealot’s own published policies, defective or harmful goods may be returned within six (6) months of delivery for a refund, repair, or replacement. This matter clearly falls within that category.

The item was returned to Takealot in good condition and I've been informed now it will be shipped back to me with no meaningful explanation, resolution, or acknowledgement of the health implications involved.

Pattern of Appalling Service from Takealot This incident does not stand alone. Over multiple orders placed with Takealot, I have experienced consistently unacceptable service, including but not limited to:

Receiving damaged goods,

Incomplete or missing items from orders,

Orders not received at all, and

Lengthy, stressful resolution processes with little accountability.

The repercussions of these repeated failures have been significant — including wasted time, financial inconvenience, and now direct harm to my health. The lack of accountability and rigid refusal to apply consumer protection principles fairly is deeply concerning and has resulted in a complete loss of confidence in Takealot’s customer service and compliance practices.

Resolution Required I am formally requesting the following:

Immediate full refund of R2075 to the original payment method.

A written explanation detailing the inspection findings and the legal basis for refusing a refund on a defective, harmful product.

Confirmation that this matter has been escalated internally and reviewed in accordance with the Consumer Protection Act.

Should this matter not be resolved today, I will escalate the complaint without further notice to:

The Consumer Goods and Services Ombud (CGSO),

The National Consumer Commission (NCC),

And, where appropriate, to Fossil Group internationally as the manufacturer of a product that has caused medical harm.

This correspondence should be treated as a formal notice and responded to in writing.

I expect an immediate call and resolution on this matter!!

𝗔𝗻𝘁𝗵𝗲𝗮 𝗣𝗼𝗼𝗹𝗲