Bad and deceiving customer care

In reference to my complaint logged Reference 270475.
On Friday 8 November 2019 I was contacted by Head Office Game and the consultant apologised for the service we received and that the matter will be referred to the store.
I was then contacted by the store by a gentlemen called Nathaniel.
He called to first apologise about the service I received however it is not their responsibility to give us the games that was not in the bundle.He instead explained that what happened to the original packaging of the PS 4 bundle and games is a incident that took place before he came to the store and asked if sonia didnt explain to me what happened to the games. Which she didn't. And with all due respect whatever happened to the PS4 packaging of the console or the games that belongs with the PS4 bundle is not my business that is a internal issue.
He didn't feel like repeating himself and said that there is nothing he could do about the description on the price tag and the fact that it says +3 Games and that the staff should've explain to us that there are no games with the console. Eventhough the lady did confirm that there are games in like it clearly states on the price tag and when she opened the bubble wrap which the ps 4 console was wrapped it there where no games.
And that basically I can't expect him or the store to take responsibility for the pricing mistake or to give us the three games that's indicated on the price tag.He then offered for all the inconvenience and miscommunication a R250 voucher to purchase a Ps4 at the store.
I just need a confirmation from the store management and Game Head Office that they are in agreement t with what he told me. And that this is how they intend to resolve the matter.
So that I can then escalate the matter.
As at this stage I feel that I was **** to, deceived and greatly disrespected by the staff of Game Tygervalley and I am appalled at the service we received thus far.
Awaiting your response in this matter.Respectfully Mrs Afrika-Peters

To whom it may concern
I am at a loss for words and are disgusted and appalled on how staff at Game Tygervalley treats their clients and that it is allowed.
On Saturday I was called by Nataniel to tell me that he has the three games and I can come and collect them. I thanked him for his assistance and for coming back to me.
I was so happy to hear that this issue was now resolved. And for his quick response.
Well, sadly that seems to yet again have been a lie and yet again how Game deceives their clients.
On Monday I was close to Tygervalley mall and thought I will pop at the store to collect the games.
I waited 10min at the info desk for NatanielJust to find that he can't give me the games as I forgot to bring the receipt with.
I explained but I send the proof on my last email to them he said well you can resend it again and I will go print it or you have to bring the proof and after 12minutes of waiting I didn't have the time as I had to be back in Goodwood to view a house.
I left and told him I will be back with the receipt.
Yesterday, I returned to the store with my receipt thinking this matter will now be put to rest, well clearly I was lying to myself.
Instead again I had to wait for Nataniel. He walked me to the customer care area asked for my slip and are busy processing the games when he put the games down on the counter I realise but those are not the games that comes with the bundle.
I then asked him about the games not being the same he began explaining but he is giving me 3 games for all my inconvenience and those are the games he is giving me.
Of which one I allready brought in that store for my boys.
He then went on and on that he never told me over the phone that he is giving me the games as they are in the bundle he only said I'm have three games.
I then said to him that he then **** and deceived me as he let me come all the way to the store which is not close to my house and then just give me what he feels like giving me.
And if that wasn't enough Nataniel decided he wants to see how women fight it out infront of him by insisting to go to fetch the lady Yolanda that assisted us on the day we brought the console. And basically allowing her to incriminate herself by lying to me and my husband about what happened on the day of the purchase.
And she then tells us so why don't you just bring the console back then if you so unhappy before you take the matter any further and Nataniel repeated the same thing. I was in shock.
And the more I am telling him I am not here to fight or to make a scene especially infront of other staff and other clients who was standing at the customer care Nataniel felt different. He had a point to make to us.
I explained do him that I allready purchased one of the game in their store with the wireless controller and that my boys will never play and has never played a basketball game or a racing game. And that I would rather leave the games there as we can't do anything with it. And he raises his voice and tell em and my husband to be quiet and give them a chance to make their point and he said how was I suppose to know you had this game at home allready.
Yet all we were saying was we are not here to fight with anyone and that there is no need for what is happening now.
I asked him who decided which games to give us. And he said he chose them.
It was clear that he decided that yesterday was the day that he makes an example out of a Game client infront of other staff. The customer care manager who said absolutely nothing and other clients.
My husband asked if they have the games in the store. He said they don't stock the games in their store. He asked can you source the games for us he said no. We asked if he is prepared to then give us a voucher for the value of those three games that was suppose to be in the bundle.
And allow our kids to go to a Game store and purchase games at the stores.
He said no. He will give us the value of the three games he chose.
I asked him if he thought it was right in what he is doing or how he is treating us. He said well the retailer was not at fault here but for all your inconvenience I just want to give you three games. I never said to you over the phone it was the games that comes with the PS4 bundle. I just said I have 3 games for you.
I told him if you were honest with me when you called I would have told you that we have one fo those games allready. But you weren't and I am not sure why?
He asked my husband if he can process the voucher for the three games and he did which amounted to R750.
What a joke!While he was busy I asked and showed him that one of the games in the bundle is R799 on it's own does he think he is doing the right thing.But he and Ebrahim just continued to process the voucher on the system.
I told him before we left that I did not agree to that voucher and that I am dissatisfied, disappointed and disgusted in the manner in which he treated us and continue to treat us.
I asked this question before and was never answered to by Game Tygervalley Management or Game Head Office.
So I am asking again.
Does Game Tygervalley management and Game Head Office agrees with what has happened this far and if this is how Game treats their loyal clients of many years.
We went into the store yesterday to purchase a TV , microwave, fridge and washing machine as we are moving into a new house.
But after what transpired we left your store without the items we set aside to purchase in that department.
I will never set a foot in that store ever again or advise or refer a single person to your store like I have been doing for years saying how awesome your services are ect.
Clearly that is no longer the case I will tell who ever is willing to listen on how you get treated at that store by the customer manager and the staff and that Game has no problem with their clients being treated like that.
I am disgusted, appalled and dissapointed in how you treat your clients Game disgusted.
I am awaiting your formal response in this matter.RespectfullyMrs Afrika-Peters