A WEEK FROM HELL WITH GAME

My partner and I recently moved into a new place and needed a new fridge. Seeking advice at GAME, we clearly communicated our requirements, emphasizing that we wanted a frost-free model. The recommendation we received led us to purchase a specific Defy fridge through their online store.

Upon receiving the fridge, according to GAME’s policies, we had to plug in the fridge two hours after receiving it. As we did so, we were surprised to find that the fridge was NOT a frost-free fridge and so was NOT the product that we wanted. Disappointed, we turned off the fridge and requested a refund, and despite being well within our rights according to the CPA Consumers Act, our request for a return and refund was denied by GAME, with no option for an exchange.

Our attempts to resolve the issue with various customer service agents ended in the same outcome and proved fruitless as they all have said that we are now “stuck” with the fridge. To address our dissatisfaction, GAME online store has scheduled a technician to inspect the appliance, even though it is in perfect working condition - we are just NOT happy with our purchase as it is NOT what we asked for when asking for professional advice from GAME. It's disheartening that our valid concerns about the product not meeting our specifications are being dismissed.

Adding to the frustration, our experience in the physical store contradicted the online service. A branch manager acknowledged our entitlement to a refund. Therefore, there seems to be a difference in treatment between online and in-store purchases??

As a young couple who are diligently managing our finances and struggling to make ends meet, this situation has left us feeling cheated and distressed. We entrusted our hard-earned money to professionals at GAME for advice on a specific fridge and ended up purchasing a product that ended up NOT being what we asked for and now we're unable to receive a refund. This blatant disregard for customer rights, coupled with terrible customer service, as well as a lack of integrity and failure to adhere to the CPA Consumers Act only contributes to our sense of helplessness in this situation.

I DO NOT RECOMMEND ever buying an appliance at this store.