BAD ATTITUDE AND CUSTOMER SERVICE

On the 3rd of Feb, I made a lay-bye at game Vincent store I was assisted by a very polite lady Nomfundo by appliances. After assisting me she sent me to customer service for customer order number where I had the worse experience of my life. When I got to the customer service desk, there were two ladies, the other one was coloured lady (customer germ and an asset to Game!) and the other lady was a Xhosa/black lady, nightmare. I can’t believe that she is even at customer service / retention with that kind of attitude.

When I got to customer service, the colourer lady advised me that I will be assisted by the black lady as she’s was not dealing with lay-bye’s on that day and as soon as the other lady heard it’s a lay-bye her body language sent signal that she is not pleased to assist me. She then called me to come forth and then excused herself as she had some admin to do. I patiently waited as she mumbled about how management will complain if she does not finish her admin. I patiently waited more than 10 minutes for her to finish whatever she was doing, then she started assisting me.

In between assisting me she was also assisting her colleague with paging staff, I am sure her colleague is as much capable of paging as I did not even hear her asking her to assist with paging. It was like she was on go-slow. After 30 minutes, still I had no idea of what she was doing, she was just punching computer like on key at a time, some cleaning lady came to clean the floor around where I was standing, the lady asked me to move so she can mope there, the next thing I know another customer was taken while I shifted for this lady to mope the floor, customer that came in to exchange something. I was like completely invisible to her. Again I patiently waited while she assisted that customer, when she was done, she did not even apologies.

After 45 minutes she then brought me a chair to sit saying the paperwork is a long process, she will needs to find someone to make copies for me as I can see they are busy, that is when I lost my cool, I told her to just forget about everything I am not continuing with the lay-bye. She could not be bothered she said ok.

Then her colleague came and ask if she can assist me further and not cancel the deal, I was then by customer service desk raising the complaint with Unathi the manager in-charge that day. I allowed the other lady to help me to finish up the paper work while speaking to Unathi. Unathi took my details down and advised me that she will investigate and comeback to me, she never contacted me. Today the 23 of April I came to buy an Urn at Game, I went to unathi to find out why I never received feedback on my complaint. I was shocked at her responses, I precisely told her that I was at game on the 3rd of Feb and raised a complaint with her, she asked me if I dealt with her face to face, I can’t even begin to describe the low level of service she gave me today, passing the buck telling me she asked someone to call me……….

On Thursday the 18 of April, I went and paid up the fridge, again I had to wait 20 minutes at the store because the copy machines where not working, the cashier was running up and down looking for a place to make copies. I was advised of delivery fee and told that the fridge will be delivered on Saturday if I make the payment alternatively arrange my own transport. I thought for safety and warranty let me chose game to deliver as Friday is a public holiday. No delivery came. No contact made to inform me of change in promise or arrangement. I sat at home the whole day waiting for delivery on Saturday, could not move…..let alone the fridge things that I bought that went off and had to through away yesterday. I had to ask my neighbors to keep some of my things so they don’t go off.

I phoned this morning at 09:55 to follow up on the delivery that did not happen on Saturday, spoke to Dashley who asked me who did I made that arrangement with???? How can he even ask me that? Is there no SOP for turnaround times for deliveries? He then advised to call me back in 20 minutes which did not happen?

I am so disappointed at the customer service levels at Game and the experience I had there. I love shopping at Game but now I lost interest. Very unsavory, not to mention the fridge items that I bought which we had to throw away due to them going off and then I had to deal with uncaring people when I complain.

I feel unvalued as a customer and the service from the management dealt with was shocking.