Complaint – Game Store Polokwane (Mall of the North) – Horrible Experience & Completely Unacceptable Treatment

I want to formally raise a serious complaint about the shocking buying experience my wife and I had at Game Polokwane, Mall of the North. (26/11/2025) A few months ago, we decided to buy a laptop for our son’s birthday. We chose Game specifically because the pre-sales service was excellent, and we opted to do a lay-by. Up until the final payment day, everything went smoothly and we were genuinely excited to finally collect the laptop. On the day of collection, the salesperson assisting us was professional. He even recommended a newer model at almost the same price, and another staff member explained the differences clearly. We paid the outstanding amount, received our slip, and waited (quite a long time) for the laptop to be brought from lockup, but we were still happy with the service. Everything fell apart at the exit. At the door, the two security ladies immediately fixated on the laptop I was carrying under my arm. They did not bother to check the bag in my other hand containing gift wrap, colas, and a wireless mouse. One of them handled the laptop so roughly that she nearly knocked it out of my arm. I warned her to be careful because if it fell, she would have to replace it. Without explaining anything, they took my slip and said “it needs to be scanned,” but could not tell me why. One of the security ladies disappeared with my slip and left us standing there with no explanation. Meanwhile, people carrying TVs, printers and other electronics were being allowed through without any scanning or delays. We were singled out for no logical reason. After an unnecessary and embarrassing wait, the security lady returned with a gentleman who I presume is the branch manager, Jim. His attitude was shocking. No greeting, no introduction — his first words were: “How much did you pay?” I answered R5500 and asked why it mattered. He simply walked off without responding. I then saw them and the helpful salesman standing at a computer, trying to “figure out” the lay-by slip. The salesperson had to explain to them that the slip only shows the outstanding balance that was paid that day, and that the full value is on the invoice — which is normal for any lay-by. The security lady could not understand this basic information, and shockingly, even the branch manager could not make sense of it. I had to stand there and explain to them that R5500 is R5500, whether paid all at once or over months — and that their internal misunderstanding was not my problem. Our slip, invoice, ID, and laptop were all in order. There was absolutely no reason for us to be detained like that, treated with suspicion, and made to wait nearly an hour for something that should have taken 30 seconds. We entered the store excited(14:46) — and left at 15:38, extremely frustrated, embarrassed, and disappointed. What should have been one of the happiest moments preparing for our son’s birthday turned into one of the worst buying experiences we have ever had. This happened because of a security team that cannot do basic maths, and a manager who could not make a simple decision even with all the data in front of him. Completely unacceptable. Game, this experience has destroyed our confidence in your store’s service and competence. I expect a formal response and accountability from management.