Consistent Bad Service Game Gateway

Kindly assist me with regards to why son was told that he cannot be helped by Game Gateway information person this Saturday past. Whilst I had a problem with that store and sent a mail to Mr Hayward my kids knew nothing of it. On Saturday my son went to Makro Cornubia with his uncle to purchase a pool table. Upon setting up the table at home after collecting it they realised that it didn't come with ***** and a cue stick to play with. I then mentioned to him that he should go to Game Gateway and ask for Shane one of the floor managers that I had worked with and see if they had what was needed. Upon entering the store he looked for Shane and the realised that he could not find him which was when he went to the info counter and an Indian lady with a red dot as per his description called him. She said come her my son let me help you what are you looking for. He the told her he was looking for Uncle Shane as he called him and that he was the son of Kenneth whom used to work there. Please note all this was happening in the presence of other customers. Once she heard that he was my son he said that she automatically became so rude and told him that she cannot help him and all this in the presence of others. He left the store and called me and said " dad I went to game and asked for uncle Shane at the info counter and when I said I was your son that lady treated me so badly. Why did she do that dad". Can I please get a reason as to why this happened as I did have a problem with a price beat a few days before and below is the mail I sent to Mr Hayward and also the Game price beat policy which can be found online. Note I have yet to get a response from Mr Haywards office. Mr Van Rhyn maybe you will be able to assist.

There was a time not so long ago that I had though about how nice it would be if I could come back to Massdiscounters but now I would never wish that anymore. I am working for 2 directors who would probably outshine most company directors and even CEO's and their main focus is customer service and team. Team meaning getting the right team to get the required job done whilst maintaining your current customer base and growing it as well.

Just a little insight on Raj whom refused to do my price beat as well. He is friends with my ex wife's brother and used to carry tales about me and my wife now to his friend whom is my ex brother in law and I'm not sure if that's one of the reasons he treated me in this manner.

I say again. If you wondering if Game Gateway has good customer service get someone to visit that store as often as possible to check up on the state of that store and the way certain staff treat customers. And you cannot blame any of this on the Store Manager as it's the job of his team to ensure they do what's expected of them as it's a huge store and he cannot be doing everything.

Is my money not good enough to be spent in your store if so please send me a mail saying Kenneth we would like to ask you and your family to stop shopping in our stores and these are the reasons why.

I thank you for taking the time to read my mail and hope to hear from you soon.

PS

Below is the mail I sent to Mr Hayward and the price beat policy which should have been followed

Good morning Sir

Whilst other retailers are not doing so bad can you imagine how much better your Game Gateway store will perform if it had customer friendly staff and not staff that come to work just for a salary. That store has staff who smile at a customer whilst giving them absolutely ********** service. I have mailed you once before concerning a particular staff and after that incident have shopped at that store a few times. I go in knowing what I want take it and go to the tills pay but once in a while one would require the assistance of a staff member. Yesterday evening I went to the store to purchase Nescafe Gold on a price beat against a well known retailer in Durban namely Checkstar. I get the product and go to the till points and inform the cashier that I would like to do a price beat as Checkstar has the coffee advertised at R69.99 and Game R89.99 and anyone that knows coffee knows that it's an absolutely low price for this day. Avashnee the supervisor comes to the till and I tell her whom I'm doing the price beat against and show her a pic of the advert and immediately she tells me that there is no date on the pic and that she cannot do the price beat so I then ask her to call Raj the manager on duty at the info counter and I showed him the pic and told him about it and his immediate response to me was come on Kenneth you worked for Game you know the policy and he turns and walks away whilst I was still standing there and he seemed as if he was angry with the world or something. I then ask the supervisor if I should call her superior and she tells me go ahead he will tell you the same thing and that with a smile on her face and at that time you could see she was enjoying what she was doing embarrassing me in that way. Nowhere at all during this did either Raj or Avashnee offer to call the store to confirm as the store was still open. Now I know why most customers complain about service in that store and also why Massdiscounters had brought Massmart down so badly. You should actually yourself visit that store on any evening without them knowing which day it is just to see who's Salaries you pay and the manner in which they work. You will never get your store manager to change that store around if the leadership's he gets from the top is not involved in the daily running of that store and I don't mean they come there and tell him sort this and that out. They need to work with him at his level. He has a group of staff that will either make him or break him and seems to me that they are trying to break him. I have called Chevalier and told him about the bad service I received and only hope that he will do something about it as this was so embarrassing for me that I don't think that I will ever set foot in that store again. I was also supposed to buy a TV from Makro at their opening and made a decision to wait for Games birthday but now will have to go to Hirsch or Samsung's as there I know that good customer service is a gaurentee. Game Gateway is Durban's Worst Retailer and only because of the calibre of staff in that store not all of them a handful of them. Disappointed We offer peace of mind

At Game, we put our customers first with our three guarantees:

1. We beat any price!

We will not be undersold!

If you've purchased any item from Game and, within 21 days, find the identical product at a competitor for less, tell us and we will refund MORE than the difference.

If you intend purchasing from Game and find the identical item at a competitor for less at the same time, tell us and we will BEAT that price.

The Price Beat does not apply to: - New store openings - Store relaunches - Store closures - Online purchases - Online clearance sales - Short promotions such as Black Friday and Cyber Monday - Deals on online classified or auction websites - Online pre-orders The Price Beat does not apply to stock that is: - Used for instore displays - Is aged - Discontinued stock - Refurbished / second hand - Damaged The competitor in question must be in-stock of that identical item. The competitor must be a legitimate South African retailer, and the price beat must include the cost of delivery. The price beat does not apply to foreign stores, including foreign online stores. The items up for comparison must be the identical item, brand, barcode, and volume/weight. The warranty/guarantee period must be identical to that of the competitor product. The retailer deemed to be a competitor needs to be a valid VAT registered retailer – accredited by our suppliers as a reseller of their goods and brands that are in question. Note: We currently do not do Price Beats online. For any price beat requests please contact your nearest Game store I am yet to receive a response from anyone at Game concerning the outcome