“They Did You Dirty”: Woman Shares Makeup Ordeal With SA’s Biggest Online Retailer, SA Stunned

• A customer expressed her outrage after receiving a fake makeup product from a local online retailer and facing major hurdles with the return process
• The detailed post was shared on TikTok on January 3, 2026, where it sparked a massive conversation about online shopping reliability
• Social media users urged the shopper to take formal action after her account was allegedly deactivated during the dispute, while others shared similar encounters with the same online retail giant
• Briefly News spoke with @sugc.za about her disappointment with the lack of direction in her complaint and the refund requested on the product she bought online

A South African online shopper recently shared a series of frustrating events following a purchase she made from the major local retailer, Takealot, in September 2025.

The post was shared on TikTok by @sugc.za and gained massive views from shocked viewers who followed her three-month struggle.

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The customer shared that she ordered a Maybelline Fit Me foundation at Takealot, along with other products, but received a replica with a distinct orange overtone. She planned to log in for a return, but discovered that her account had been deactivated, and she was unable to log into the app. After three months of emailing back and forth, the account was finally reactivated, and she successfully logged the return. The company collected the product only to send an email later declining the return because it was outside the 30-day timeframe.

The customer details the retailer’s lack of urgency

The shopper, TikTok user @sugc.za, questioned how she was expected to meet a deadline while her access to the platform was blocked for over two months. She noted that every time she reached out, the matter was escalated and investigated without any actual outcome or resolution. The lack of urgency left her with the counterfeit product and a sense that her money was wasted.

Customer’s frustration grows over retailer’s handling of refund request

The Briefly News team spoke with @sugc.za to delve into the specific communication breakdowns and the technical challenges she encountered while trying to secure a refund for a product that arrived in an unacceptable condition.

We asked the woman what her biggest frustration was with the whole experience. She said:

"What frustrates me is to see so many people going through the same thing, and Takealot just prolongs the matter so we can forget about our money and let it slide. The comments under the video are proof. There's also no direct contact line to call and complain. Every time someone responds to your email, it's a different consultant who doesn't understand the severity of the issue and that prolongs it even more. We, as consumers, are really helpless because what else can we do? What else can I do?"

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When asked if there are any steps that she's willing to take if her money is not returned. The consumer responded:

"This is no longer an issue of wanting my money back. It is an issue of accountability and consumer protection. This is a broader issue of how consumer complaints are managed, or rather, avoided through prolonged delays and fragmented communication. After weeks of delays and shifting consultants and no accountability for a counterfeit product, it is hard not to feel that Takealot relies on consumer fatigue rather than a resolution."

SA reacts to the Takealot counterfeit incident

The lip garnered massive views, likes, and comments from an online community filled with concern and advice for the unhappy customer. Many viewers warned others against buying makeup on the platform and suggested sticking to items like books and stationery instead. One viewer mentioned the importance of verifying the website because they had heard of scammers creating fake sites that look like the giant retail store. Another viewer advised @sugc.za to report the entire incident on the HelloPeter platform to get a faster response.

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User @Monique Daniels🇿🇦 said:

"My fake one from the China store works really well, actually, but that is not the focus of your video. I understand you, I have my own Takealot drama."

User @Veroch shared:

"They did you dirty."

User @Tso_Tuli commented:

"Takealot is for stationery and books. Everything else, you will cry. Oh, and they are so poor at customer service🙃. I've gone back to brick-and-mortar shops because of this. Takealot is a last resort for me."

User @x❤️added:

"Report them to HelloPeter."

User @Pupu commented:

"Just verify the website. I remember hearing that there are scammers who have created a duplicate of the original Takealot website. It only differs by just one letter or something."

User @onnicah💕 said:

"They did that to me. I returned it quickly. I don't trust Takelot anymore. I was so disappointed, but they did refund me."

See the TikTok slides below:

3 Briefly News article about Takealot

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• A local man shared a viral video explaining that using the local e-commerce giant Takealot was no longer the gold rush it once was for entrepreneurs.
• A talented man created a clever, multi-use ironing board that could be transformed into many things and shared its price, and viewers advised him to sell it on Takealot.
• A local woman was in a happy mood, showing off her stylish, brand-new George & Mason sofa she bought from Takealot for R3.9K.

Source: Briefly News