Loot is the perfect name for this company. If you want simplicity of returns, great communication, speedy response times, and accurate information from staff then rather use Takealot, Bidorbuy, or even Amazon in the US. All exemplary on many occasions. I ordered a book from Loot to be delivered to my mother who has Altzheimers and realised it was the wrong one. Within half an hour of ordering, I logged a return request. When there was no response, I spoke to a customer service agent who assured me that although Loot had sent the parcel, it would not be delivered, just turned around. Essential, because my mother has no ability to return something herself. The book was delivered, my mother didn't understand and opened the parcel as I had told the agent she might. The spine was broken but she couldn't repackage the book anyway. Her carers were not able to do it for her as the packaging had already been thrown away. I accept that every company makes mistakes, but it took two months of back-and-forth emails in which Loot refused to do anything unless the book was returned in mint condition. They kept sending me emails telling me this and wishing me a lovely day!!! After two months of insisting on both a refund and a call from a senior person with decision-making power, they offered to credit my account. I told them I did not ever wish to use Loot again and required a refund for their appalling service but they were adamant. After several weeks, when I'd all but given up, apparently I missed the call from the 'senior person' (this is why they got a one star instead of the zero I wish I could have allocated) and they never tried again, and the number was lost in a host of missed calls that day. I put in another request for a call and three weeks later am still waiting - with my phone close by. In two months I only ever dealt with agents whose hands were tied. Finally, I had no choice but to agree to the credit. I am so frustrated and am now forced to use this ridiculous company again to use up the credit. Horrific and hugely time-consuming experience.
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