Compliment for cellphone department and complaint for the rest of the Game Amanzimtoti department!

Good Day

I am a very regular customer at Game amanzimtoti. I mostly come there to upgrade my contracts. A guy by the nem of Preven (I think apology if spelt incorrect) always helps me. He is very friendly and alqyas assists at the best of his ability. He has great customer Service s****sa dn works fast and efficient.

Yesterday, I arrived at the cellphone Department rather baffled and in a state of panic as I could not find my cellphone and had forgotten my ID in the handbag that I used at work earlier in the day. I arrived with the intention of upgrading my Vodacom contract for the game voucher deal. Unfortunately Preven was off for the day. There was no one at the cellphone counter for upgrades, so I had asked the girl at the cellphone counter till to page for the agent. She paged for the agent but I was assuming he was on break. Then a lady by the name of Sapna who works in the cellphone admin department came out to assist. She was very friendly and good see that I was in a mess. I explained to her exactly what had happened and that I am a regular customer at Game and just upgraded a contract on the 12-12-18.

She processed my upgrade for me understanding my situation and even lent me her cellphone to get a hold of my husband who was in another store to ask him to check if I had left my cellphone in the car as I needed to log onto my emails and check if I had a recent copy of my ID which I did, but it was on my married name and the information on the system was in my ****en surname, but she could see the ID and also I had my medical card on me with my recent details. I then got my copy of my ID with my married surname and my marriage certificate emailed to her.

She even assisted me by walking with me to the cigarette counter to pay the upgrade admin fee so I don’t have to walk all the way back to the cellphone desk. She had also assisted me with looking for a power bank as the ones I had viewed had no price. She even helped me looking for cellphone covers as it was on special at R20.00 . Everything was in mess in the box filled with the covers, but she didn’t complain.

Guys this is what customer service is all about…..GOING THE EXTRA MILE , SMILING, TAKING INITIATIVE,LISTENING TO THE CUSTOMER FIRST, SHOWING EMPHATY, FINDING A SOULTION.

This makes your customers happy and want to come back just like how always do.

Please give recognition to these two wonderful agent of yours. They definitely portray an excellent imagine of GAME AMAZIMTOTI.

There’s a few issues that I would also like to bring up with the Front department of game, meaning the floor. In December I had upgraded my contract for a voucher. I then started shopping. I was very unhappy with the fact that most of the items on the shelve are not priced which means as a customer we need to take the item and get it scanned. Firstly it’s an inconvenience and time consuming as there’s NEVER and I mean NEVER ever staff to assist that should be on the floor in different aisles. One of my products was the largest bag of Montego chunks, my husband had to literally carry the bag and look for a scanner as there were no staff to help. This is very frustrating. Then I went to the baby department and the diapers were not priced even the wet wipes and milk. This was in December. Yes I understand it is a busy time as it was festive, but that should make you realise that there needs to be staff to assist and not having prices on products well there’s no excuse for that. I then purchased hair colour also no price. I then saw the add for the slide that was going on special. That was a disaster as there is a price with no stock of the slides and the agent advised it is still in the container in the warehouse. This slide was advertised almost a week and has a price but no stock. A white manager said “ no my dear I definitely saw slides, please continue to shop and when you done I will make sure I leave a slide near the bounce products”. I said ok no problem. After 30 minutes I went to that area there was nothing nor was the manager around. I knew Collin one of the managers from my experience with Game. So I saw him there and questioned him, he advised me that the slides are in the container and apologised. I then asked him what is a apology going to do, yes I am grateful that you apologized, but how this going to help me. I live in Merebank I am not going to waste my time and petrol to come back. How is he going to help me and go the extra mile? This is where customer Service kicks in. I am a super in Customer Service for 12 years so I know all about customer service….I made a suggestion to get the slide delivered to me. I will pay the amount, put it on a gift card. He said no problem. He took me to the supervisor on till I think her name was Thandeka I paid for the slide on a gift card. I gave her the address in Isipingo where my husband works and advised her that they will close on the Friday and that they should deliver before that as I was in Game the Saturday so they had from SAT- FRI to deliver. I had given her my cellphone number, my husband’s work number, cell number and work address. I took her name down as well.

On Monday, my husband advised no one delivered the slide. I said let me give them some time. The Thursday I called Game and asked to speak to Collin. I asked him what’s going on? He had no clue about who I am and what I am calling to enquire about. He said he does not recall this. I was fuming as I encountered a bad experience with Game hence why I remember Collin. Thank god I kept the Cashier Supervisors name. He then called my husband and got it delivered. Now really you tell me what was that? That was poor Customer Service/ False promises/ lack of problem solving/ Creating a bad image of the company but not living up to standards. I had o basically complete his job function by firstly making the suggestion of getting it delivered and then calling him and then he doesn’t recall me and the situation after me paying. I was and still is very upset about this. I had two experiences at Game but I always go back thinking it would be better. The only department that’s on the ball is the cell phone department. By the way the slide doesn’t even assemble properly, I still have it that’s half assembled one leg doesn’t fit down to stand. I am still looking for the receipt. My two year old toddler did not even get a chance to use the slide.

After all that drama, I then came to upgrade my contract which all went well and good as always. I then decided to shop. The store was closing in 20min, I needed to rush. Whilst shopping I noticed the baby wetwipes were not priced AGAIN!!!!!!!!!!!!!!, then the baby milk was not priced AGAIN!!!! and then there was another product not priced I can’t recall right now. I still took it. I called a staff member who looked at me and passed me, I ran down the aisle back to her and asked her why did she ignore me as I WAS ALREADY irate. She advised that she said she is coming back and helping another customer which she did not. You can look a camera footage. I was at the aisle where the baby wetwipes were. I needed her to scan it. She then came back to me and I explained how UPSET I AM. Because this is not the first experience I had encountered.

I ended up at the till. It was 19:00. I asked the cashier if the cigarette counter is closes as I needed a carton of cigarettes, she advised yes it is. I asked her if she get someone to just get the cigarettes as I am going to pay at the till. She pointed at some lady at the jewerelly department, I went there that lady pointed at someone else. I was ****ed off. Why is there such bad customer service? Why did the lady at the till not say sorry mam there is no one there but let me find someone to get it. I found someone at another till and she got the cigarettes for me within a few seconds…. That could have been done the first time. Why should I always make the suggestions when I am not an employer but merely the customer. I then asked if a gift voucher can be given for two products as its gifts. They advised they don’t do that I must give the person the till receipt that is given to me. I bought items for R5100.00 how can I give the person that receipt which has items that I bought and which was so long. I just want to know if Game gives a gift receipt?

I have attached items of products that were not priced in December 2018/ Yesterday 19-02-19. The images in December I had taken is on my husband’s mobile I will resend those once I get home.

Game is a very large retail store that is well known. There needs to be a way of training the staff to do they job functions and create good customer Service. I am a customer service supervisor for 12 years and I will go over and above for a customer especially if there was an error/errors from my side and especially if the customer was encountered bad experience more than one. Remember they are the faces of Game. The should create a good image. Yes we all get tired or have a bad day, but we cannot take it on a customer. Remember body language is very important factor in Customer Service.

I am very disappointed yet again for the third time especially after buying so much of goods at game and being a regular customer.

I hope to be contacted and this to be resolved.