Are you safe when shopping online? Experts warn after shocking pillow find
The woman found some of these items in the pillow
Image: Facebook
Consumer rights experts have urged South Africans to exercise caution when shopping online, after a Gauteng woman made a grim discovery inside two “luxury” pillows bought from Takealot.
Consumer lawyer Trudie Broekmann said South Africans have clear remedies under the law when online purchases go wrong.
“The Consumer Protection Act is there to assist consumers who receive a product which is different from what they ordered online and has a variety of remedies, allowing the consumer to choose between the options,” she explained.
Broekmann said the first remedy was based on the pillow being unfit for its purpose.
“The consumer can contact Takealot to cancel the transaction and has a choice of demanding a replacement of the same type of pillow, but this time without contamination, or a refund of the full amount they paid. This is in terms of section 56 of the CPA.”
She added that section 20(2)(b) of the CPA also applied. “The consumer can return the contaminated goods to Takealot within 10 business days of receiving delivery and get a full refund from Takealot since the consumer was unable to inspect the goods before ordering them. In both cases, Takealot must pay the cost of the return of the goods, and the consumer must put the returned goods back in its original packaging.”
Broekmann also warned that consumers must remain vigilant when shopping online, particularly during periods like Black Friday. “Consumers are warned to be very careful with online shopping – there is a high incidence of fraud with online transactions… Harness your inner sceptic each time you’re asked to click on a link, give out your password or authorise a transaction – don’t take any risks.”
She advised consumers to check whether sellers provide working South African contact details, Google their names alongside “scam” before purchasing, use social media to pressure suppliers if refunds are delayed, and always opt for safer payment methods such as virtual credit cards instead of instant EFTs.
Grey said she was disgusted at what she discovered
Image: Facebook
Her comments come after Gauteng resident Natalie Grey found shocking items stuffed inside pillows she had bought online.
Grey said she purchased the products, advertised as “hypoallergenic, skin friendly and luxurious”, for R300 each. What she found inside left her horrified. “It was the one large piece of plastic, which is what made me open it. If it hadn't been for that piece, we wouldn't have opened it,” Grey explained.
“I thought my friend who slept on the pillow was being dramatic, saying there was something hard inside. Then my daughter said she also felt something. That's when I decided to investigate. I am absolutely disgusted and appalled by what I found, there was old dirty clothing, actual rubbish, a small piece of bone, cigarette butts, and even SAPS-related trash stuffed inside the pillow. How absolutely horrific?!”
She said the experience had left her furious. “In the description, it says it’s hypoallergenic and skin friendly and even has the nerve to call it luxurious. It’s absolutely shocking. I sanitized myself and stripped down the bed I opened it on straight after. I haven’t even opened the second pillow yet – I was too angry and disgusted.”
Adding to her frustration, Grey said she noticed that the seller’s name had changed multiple times after her post.
“The seller was originally listed as Mzansi Isivivane, but the name later changed to Jamal Leather, then Javin, and then TAAIIM. I have screenshots showing it was Mzansi Isivivane when I bought the pillows, so I’m furious at the lack of accountability from both the seller and Takealot.”
Takealot, however, said the seller in question was not Mzansi Isivivane.
In response to a media enquiry sent by Weekend Argus, the company said, “Based on the order details we would like to clarify that the actual seller of this product is not Mzansi Isivivane, but rather another seller on our platform. Our platform enables multiple sellers to list for sale, similar products against one listing. We have identified the correct seller responsible for this incident and have since suspended their account.”
The company added that it was already in direct contact with Grey’s husband, who placed the order, and stressed that measures exist to vet third-party sellers.
“Takealot has a robust vetting process that all third-party sellers go through before they start trading on the platform… It is important to note that Takealot does not unseal products or stocks that arrive at our distribution centres.
"It is the responsibility of sellers and suppliers to ensure they deliver the correct stock that meets our compliance policies. This is a highly unusual case. As such, we have suspended the responsible seller’s account under our Prohibited Seller Activities standard operating procedure.”
Takealot said they have identified the correct seller responsible for this incident and have suspended their account.
Grey said she is determined to push for accountability: “I’ve been approached by media companies and I’ll be handing over all the information I have. This isn’t just about me – it’s about protecting other people from going through the same thing.”