BT Games, the Glen, loses a R12000 sale and good standing customer for not refunding R1000 faulty remote

I have been a BT Games, The Glen, customer for many years. Therefore that was my choice of store to purchase a PS4 remote on Sunday, 20 December 2020. However, I returned the remote to BT Games, the Glen branch, on Wednesday, 23 December 2020 because it was faulty (in its original packaging).

At the store, I saw the PS4 package console advertised for R5799.90 and the Nintendo Switch Lite for R6999. I then requested a refund for the faulty remote which was within its 10 days exchange or refund policy. The intention was to rather buy a new PS4 and a Nintendo Switch Lite (Total value R12 798) for my kids. The clerks were unhelpful and refused to refund me, although it was still in its original packaging and within its 10 day policy. She stated that she will need to send it in for repairs and I will receive feedback the following day. When I complained further, she called her regional manager and told me that unfortunately the regional manager said that the refund was not possible.

I asked her if BT Games would risk losing a customer and a R12 000 sale over a R1000 refund. Needless to say, they did take the risk and did not refund me. I also received a call 20 minutes later to say that their head office and supplier is closed and the remote will only be attended to in January 2021.

Well done BT Games, the Glen for losing a R12000 sale and good customer.