Online shopping blunders scourge: Shopper pays R14k for iPhone, receives calculator

A shopper who paid R14,000 for an iPhone received a calculator instead, highlighting a rise in online shopping mix-ups and failed returns.

The trend, widely shared on social media as ‘what I ordered vs what I got’, is not unique to South Africa. But recent cases suggest the issue is hitting local consumers hard, especially frequent online shoppers who rely on convenience.

These online shopping errors are becoming more visible as more South Africans rely on delivery platforms.

Consumer journalist Wendy Knowler says errors are inevitable given the scale of modern e-commerce.

The real problem, she added, is when those mistakes are not resolved quickly.

R14,000 iPhone order turns into a calculator

One of the most extreme cases involved a shopper who ordered an iPhone 15 through Takealot.

She paid R14,000.

Four days later, her parcel arrived, but inside was a Casio calculator worth about R400.

“I didn’t open or use the calculator… I could see it wasn’t what I ordered,” she said.

She returned the item immediately.

But what followed was weeks of frustration.

For weeks, she was left without the phone or her money.

Takealot repeatedly rejected her return, at one point claiming the item had been ‘used’, and at another saying parts were missing. The reasons appeared inconsistent.

Despite multiple attempts, including four failed efforts to return the calculator, the issue remained unresolved.

Only after Knowler intervened did the retailer concede the error.

“Our initial review has indicated that she did not receive the correct item,” Takealot said, adding that a credit would be issued.

Not an isolated online shopping problem

The iPhone mix-up is not unique.

Knowler said she has handled multiple complaints involving major retailers, including Makro.

In one case, a customer ordered an office chair but received a box of biscuits.

In another case, a shopper paid for garden poles nearly 30cm high but received ones half the size and was later sent canned drinks as a replacement.

Many of the problematic orders involved third-party marketplace sellers operating on large retail platforms.

Returns process failures drive frustration

While delivery mistakes happen, consumers say the biggest issue is what happens next.

In several cases, shoppers reported:

— Returns are being rejected without clear reasons

— Automated or contradictory responses

— Difficulty contacting sellers directly

— Long delays in refunds or credits

Knowler said the breakdown often occurs in customer service systems.

“It’s not the mistake… It’s how they deal with that mistake once you bring it to their attention,” she said.

She added that complex logistics networks, involving suppliers, warehouses and delivery partners, increase the risk of errors.

Fake products and non-returnable items raise risks

Beyond wrong deliveries, some shoppers are raising concerns about counterfeit or misrepresented products.

One consumer reported receiving fake supplements, while another said a long-used cosmetic product bought online did not match the original.

In some cases, these items were marked as non-returnable, making it harder for buyers to recover losses.

“There might be an issue… with certain suppliers,” Knowler said, noting that marketplace sellers can ‘piggyback’ on major platforms.

These cases are fuelling concern among shoppers who already hesitate to buy online due to fears of scams, incorrect items, or losing money.

Consumer rights still apply

Under South Africa’s Consumer Protection Act, shoppers have the right to return defective or incorrect items within six months.

That includes:

— Goods that are not what was ordered

— Misrepresented products

— Faulty items

Retailers cannot refuse returns simply by classifying items as non-returnable if they were mis-sold.

“If it’s not what you ordered… that’s not appropriate,” Knowler said.

How shoppers can protect themselves

For consumers worried about online shopping mix-ups, Knowler recommends taking extra precautions, especially for high-value items.

Her key advice:

— Record or photograph unboxing at delivery

— Open parcels as soon as possible

— Keep packaging and documentation

— Log returns immediately through official channels

“If you open the box and it’s a completely different product… create proof in the moment,” she said.

Why online shopping mistakes keep happening

Despite these cases, Knowler stressed that most online shopping experiences still go smoothly.

Platforms like Takealot handle millions of orders, and the majority of returns are processed without issue.

But when things go wrong, they can go very wrong, and those cases are shaping public perception.

For frequent online shoppers, the convenience remains unmatched.

For others, stories like these reinforce hesitation, especially when refunds and accountability are uncertain.

As online shopping grows, pressure is mounting on retailers to fix not just delivery errors, but the systems that handle returns when things go wrong.

Related content you should not miss

— Online shopping warning: even big retailers can get it wrong
From fake products to failed refunds, complaints linked to major platforms are rising, and many involve third-party sellers.

— Third-party sellers blamed for surge in ‘wrong item’ deliveries
Marketplace vendors are under scrutiny as more shoppers report receiving incorrect or misleading products.

For more information, listen to Knowler on 702’s Afternoons with Relebogile Mabotja using the audio player below: