Complaint Regarding Service and Purchase Experience at Game Somerset on April 1, 2025

I am writing to express my disappointment with the level of service I received at your Game Somerset branch on Tuesday, April 1, 2025.

I was in the process of purchasing a stove from the appliance section for my mother-in-law. Unfortunately, my interaction with the staff member in this department was unsatisfactory. The service was notably slow, with the invoice processing taking over 30 minutes. During this time, the staff member appeared easily distracted by other customers, and I had to follow up on multiple occasions before receiving the final invoice.

Conversely, I would like to commend the agent from Tevo. They were very helpful and knowledgeable, successfully convincing me to purchase a Bernet Air Fryer over the Kenwood model I initially intended to buy by thoroughly explaining the features of the Bernet product.

However, upon completion of the air fryer purchase and while still seeking assistance with the stove, the same staff member from the appliance section informed me that there was only one unit of the stove remaining in the store and that it would be wrapped for me. This implies that I was being sold a display unit without explicit notification or the offering of a discount, which is contrary to standard consumer practices. This is the second instance I have experienced this issue at the Game Somerset branch.

Furthermore, the staff member did not offer any delivery options for the stove. Given that this was a significant purchase (approximately R20,000 can be inferred), I would appreciate clarification on your delivery policy for purchases of this value.

I believe that comprehensive staff training is crucial to ensure a positive customer experience. Based on my recent experience, I am concerned that a secret shopper evaluation at the Game Somerset branch would likely reveal significant shortcomings in service standards.

I look forward to your response and a resolution to these concerns.

Sincerely,