Complaint: Defective Product and Poor Customer Service

Date of Purchase: 4 January 2024 Store Location: Game, Mitchell's Plain Product: Ozark Trail Gazebo

I am writing to express my disappointment and frustration with the service I received from Game, Mitchell's Plain, regarding a defective Ozark Trail gazebo I purchased on 4 January 2024.

When I opened the box on 4 January 2025, I discovered that it was missing the top sail. I contacted Game's head office/customer service, who advised me to return the product to the store for inspection. Upon returning the product on 5 January 2025, I was met with poor customer service and a lack of assistance.

The customer service consultant refused to acknowledge me, and the manager claimed that the issue was Ozark Trail's responsibility, not Game's. I was not offered a solution or a replacement top sail, despite my request. The Manager advised me that Quality Control of a product is not their responsibility, it is the manufacturers responsibility.

I believe that Game has failed to comply with the FAIS regulations in the following ways:

1. Unfair treatment: I was treated unfairly in-store, and my concerns were not addressed. 2. Lack of transparency: The store did not provide accurate information about the product's quality assurance process or the need to inspect the product within a specific timeframe.

I am requesting a replacement top sail for my Ozark Trail gazebo and not money as the manager and customer service consultant assumed. I hope that Game will take my complaint seriously and take necessary steps to improve their customer service and product quality.

I look forward to hearing from you soon.

Farieda