Be warned when shopping online with Game

It has been 2 full weeks since I complained to Game about a damaged fridge that was delivered. I shop online often, however Game is by far the worst experience I ever had. Their reverse logistics is shocking. Even worst is their call center agents who just don't care. I wrote a review on this forum last week, since then there has been no progress. I spent just over R6000 on one order with them and this is the service you receive.

see below email trail: EXTERNAL: Do not click links or open attachments if you do not recognize the sender. ##- Please type your reply above this line -## You are registered as a CC on this request (713763). Reply to this email to add a comment to the request. Alvira Moodley Nov 26, 2020, 11:35 GMT+2 Good day

I am still waiting for a call or some notification of progress. CAN SOMEONE PLEASE CALL ME?

On Wed, Nov 25, 2020 at 11:55 AM Alvira Moodley <***> wrote: Good day Dane

A defy technician came out today to assess the fridge, he confirmed that he will order a new rubber and have it repaired tomorrow. As I mentioned previously I DO NOT WANT IT REPAIRED BUT REPLACED. This time I will not allow access to any technician for the repair of the fridge. I knew this would happen hence the reason I did not want anyone to come out in the first place. Please contact me urgently to arrange the delivery of the new one and collection of the damaged fridge.

Many Thanks

On Tue, Nov 24, 2020 at 2:06 PM Alvira Moodley <***> wrote: Dear Dane, please note till now, no one has contacted me. This process is taking too long to swop out?

Regards

Alvira Moodley Nov 25, 2020, 11:55 GMT+2 Good day Dane

A defy technician came out today to assess the fridge, he confirmed that he will order a new rubber and have it repaired tomorrow. As I mentioned previously I DO NOT WANT IT REPAIRED BUT REPLACED. This time I will not allow access to any technician for the repair of the fridge. I knew this would happen hence the reason I did not want anyone to come out in the first place. Please contact me urgently to arrange the delivery of the new one and collection of the damaged fridge.

Many Thanks

On Tue, Nov 24, 2020 at 2:06 PM Alvira Moodley <***> wrote: Dear Dane, please note till now, no one has contacted me. This process is taking too long to swop out?

Regards

Alvira Moodley Nov 24, 2020, 14:06 GMT+2 Dear Dane, please note till now, no one has contacted me. This process is taking too long to swop out?

Regards

Dane De Morney (Mass Discounters) Nov 23, 2020, 16:37 GMT+2 Hi Alvira,

Thanks for your response.

Be advised that It will not be a repair at all.

I will forward your the reference number shortly for the assessment.

If you have any questions kindly contact us.

Regards, Dane

Alvira Moodley Nov 23, 2020, 16:36 GMT+2 Good day Dane

Yes you may ask him to contact me. I will say it again, I do not want it repaired, I want it replaced asap?

Dane De Morney (Mass Discounters) Nov 23, 2020, 16:33 GMT+2 Hi Alvira,

Thanks for your email and apologies for the delay in response.

Kindly be advised that we need to send out out a technician in order to report on the faulty rubber.

Be advised that this will not be a repair but a mere assessment just to have the fault on record in order for us to get the credit.

Can I have a technician call out to your place in order to have the matter resolved.

Awaiting your response.

Apologies for the inconvenience caused.

If you have any questions kindly contact us.

Regards, Dane

Alvira Moodley Nov 23, 2020, 10:36 GMT+2 Good morning Game

After numerous calls to your call centre and stating that I did not want a technician to come out. You still went ahead and got them to call me. Please note I have declined for the Defy Technician to come through. Please arrange delivery of a new fridge and collection of the damaged fridge at the same time. I also Had Natheer who responded to my Hello Peter complaint stating they will investigate and resolve it. This is by far the most appalling service I have ever received.

Please contact me asap to resolve?

Regards Alvira

Alvira Moodley Nov 20, 2020, 12:56 GMT+2 Good day All

Please note that after calling the call centre this morning and speaking with Teboho, it was said that a defy technician will come out to assess the fridge. I did state that I don't want that and I further received an sms to state that a defy technician will contact me. I will not allow ANYONE to come into my house as I have already advised what I would like done. PLEASE DELIVER A NEW FRIDGE ON COLLECTION OF THE DAMAGED FRIDGE. I have also asked for Teboho to ask his manager to contact me. yet again always empty promises, no one has contacted me.

Regards Frustrated customer

On Thu, Nov 19, 2020 at 8:47 AM Alvira Moodley <***> wrote: Good day

I an sending this email yet again regarding the damaged fridge that was delivered. No one has acknowledged any of my mails or even provided feedback. I have been calling every day and have spoken to so many people. Everyone says that they will call me back with feedback, unfortunately all empty promises.

Today to my shock i received a call from Dane to state they can replace the rubber. So as a consumer I buy a new fridge and was unfortunate to receive a damaged fridge of which you will now repair this is a joke.

Here is want I want as a customer. I want this fridge replaced by tomorrow with the same, equivalent or better fridge.

If this is not done by tomorrow I will make an official complaint to CPA, hello Peter and or any other platform with all my communication emails to these parties of which no official response was sent by Game.

I have asked numerous times for this query to be escalated to management even on that request no one had the courtesy to contact me.

I look forward to my new fridge tomorrow and a call from you today to confirm.

Regards ALVIRA FRUSTRATED CUSTOMER

On Tue, 17 Nov 2020, 10:08 Alvira Moodley, <***> wrote: Good Morning

Please advise on the collection of the damaged fridge, I was promised a call yesterday for an update, but that never happened?

Regards Alvira

On Mon, Nov 16, 2020 at 10:55 AM Alvira Moodley <***> wrote: Dear Dane

I am extremely frustrated to the core right now. Unfortunately I do not have the packaging material to take pics. We have already discarded them. However i have sent you pictures of the fridge, this is a manufacturing fault which is the rubber inside the door of the fridge. So the packaging makes no difference as this is not a cosmetic damage on the outside, it is damaged on the inside. So i will really appreciate you guys swopping the damaged fridge with a new one asap.

Furthermore, till now my TV has not been delivered?

What a horrific experience this has been, i am not here to micromanage the inefficiencies on your side. I suggest this query gets escalated internally and resolved soonest.

I Have been patient long enough.

Regards Alvira

Alvira Moodley Nov 19, 2020, 8:48 GMT+2 Good day

I an sending this email yet again regarding the damaged fridge that was delivered. No one has acknowledged any of my mails or even provided feedback. I have been calling every day and have spoken to so many people. Everyone says that they will call me back with feedback, unfortunately all empty promises.

Today to my shock i received a call from Dane to state they can replace the rubber. So as a consumer I buy a new fridge and was unfortunate to receive a damaged fridge of which you will now repair this is a joke.

Here is want I want as a customer. I want this fridge replaced by tomorrow with the same, equivalent or better fridge.

If this is not done by tomorrow I will make an official complaint to CPA, hello Peter and or any other platform with all my communication emails to these parties of which no official response was sent by Game.

I have asked numerous times for this query to be escalated to management even on that request no one had the courtesy to contact me.

I look forward to my new fridge tomorrow and a call from you today to confirm.

Regards ALVIRA FRUSTRATED CUSTOMER

On Tue, 17 Nov 2020, 10:08 Alvira Moodley, <***> wrote: Good Morning

Please advise on the collection of the damaged fridge, I was promised a call yesterday for an update, but that never happened?

Regards Alvira

On Mon, Nov 16, 2020 at 10:55 AM Alvira Moodley <***> wrote: Dear Dane

I am extremely frustrated to the core right now. Unfortunately I do not have the packaging material to take pics. We have already discarded them. However i have sent you pictures of the fridge, this is a manufacturing fault which is the rubber inside the door of the fridge. So the packaging makes no difference as this is not a cosmetic damage on the outside, it is damaged on the inside. So i will really appreciate you guys swopping the damaged fridge with a new one asap.

Furthermore, till now my TV has not been delivered?

What a horrific experience this has been, i am not here to micromanage the inefficiencies on your side. I suggest this query gets escalated internally and resolved soonest.

I Have been patient long enough.

Regards Alvira

Alvira Moodley Nov 17, 2020, 10:09 GMT+2 Good Morning

Please advise on the collection of the damaged fridge, I was promised a call yesterday for an update, but that never happened?

Regards Alvira

On Mon, Nov 16, 2020 at 10:55 AM Alvira Moodley <***> wrote: Dear Dane

I am extremely frustrated to the core right now. Unfortunately I do not have the packaging material to take pics. We have already discarded them. However i have sent you pictures of the fridge, this is a manufacturing fault which is the rubber inside the door of the fridge. So the packaging makes no difference as this is not a cosmetic damage on the outside, it is damaged on the inside. So i will really appreciate you guys swopping the damaged fridge with a new one asap.

Furthermore, till now my TV has not been delivered?

What a horrific experience this has been, i am not here to micromanage the inefficiencies on your side. I suggest this query gets escalated internally and resolved soonest.

I Have been patient long enough.

Regards Alvira

Alvira Moodley Nov 16, 2020, 10:56 GMT+2 Dear Dane

I am extremely frustrated to the core right now. Unfortunately I do not have the packaging material to take pics. We have already discarded them. However i have sent you pictures of the fridge, this is a manufacturing fault which is the rubber inside the door of the fridge. So the packaging makes no difference as this is not a cosmetic damage on the outside, it is damaged on the inside. So i will really appreciate you guys swopping the damaged fridge with a new one asap.

Furthermore, till now my TV has not been delivered?

What a horrific experience this has been, i am not here to micromanage the inefficiencies on your side. I suggest this query gets escalated internally and resolved soonest.

I Have been patient long enough.

Regards Alvira

Dane De Morney (Mass Discounters) Nov 16, 2020, 10:41 GMT+2 Hi Alvira,

Thanks for contacting us and apologies for the delay in response.

We are currently backlogged but we strive to resolve all queries as fast as possible.

Can you forward me pictures of the packaging as well in order to do the investigation.

Can you forward us a brief description explaining if the box had any damage?

Awaiting your response.

If you have any questions kindly contact us.

Regards, Dane

Alvira Moodley Nov 16, 2020, 7:29 GMT+2 Thank you for your prompt response. I look forward to hearing from today.

Regards

Alvira Moodley Nov 13, 2020, 13:52 GMT+2 Hi there i have already attached the pics in my previous mail please confirm

Dane De Morney (Mass Discounters) Nov 13, 2020, 13:25 GMT+2 Hi Alvira,

Thanks for your email and apologies for the delay in response.

Kindly for ward us the pictures as discussed to this email.

Thanks in advance.

We do apologize for the inconvenience caused.

If you have any questions kindly contact us.

Regards, Dane

Alvira Moodley Nov 13, 2020, 13:14 GMT+2 Good day

Please note that I received delivery yesterday of only the fridge, and the fridge is damaged. Please arrange for a pick up and replace.

Please also note that the TV has also not been delivered.

Alvira Moodley ***

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