Complaint Regarding Pensioner Discount Refusal – Gateway Mall Branch (18 June 2025)

Dear Game Customer Service,

I am writing to formally raise a concern regarding an unpleasant experience I had at your Gateway Mall branch on 18 June 2025 at approximately 14:00.

I visited the store to purchase an 800g Black Cat Peanut Butter (R89.99) on behalf of my 80-year-old disabled mother, who is a registered holder of a Game pensioner discount card. Due to her physical disability and difficulty walking, she remained in the car while I went into the store.

At the tills, I presented her pensioner discount card but was told the cardholder needs to be physically present to use the discount. I explained that my mother is unable to walk unaided and that she was just outside in the car, if verification was required. I asked to speak to the store manager, who also insisted she had to be present and ignored my request for accommodation.

I find this deeply disappointing, especially since other retailers such as Makro, Woolworths, Fresh *****s Market, and Spar have always shown more compassion and understanding in similar situations. Your policy, as enforced, appears to overlook the real-world challenges faced by elderly and disabled customers.

I would appreciate your response on the following:

Is this strict policy standard across all Game branches with no exceptions?

Will Game consider implementing reasonable accommodations for disabled senior citizens?

Will there be a formal apology or feedback regarding the store manager's handling of this matter?

I hope Game values its pensioner customers and considers improving accessibility and support for the elderly and disabled.

Thank you for your time and attention.