Customer complaint- Game Springs mall

To whom it may concern,

I am writing to formally lodge a complaint regarding the poor quality of service and lack of communication I have experienced from both Game-Springs mall and the TEVO representative in relation to a faulty hairdryer I purchased.

My husband bought the hairdryer in July 2025 as a gift to myself. Unfortunately, by September the product had already stopped working, and had to be sent in for repairs. After receiving it back, I used the hairdryer twice before it broke again. Due to the repeated faults, I requested that the product be replaced with a new one or refunded.

I visited the store on the 23rd of November to hand in the hairdryer and request a refund.The TEVO representative was very unprofessionaland arrogant.He went to go and call the TEVO manager who then refused to provide a refund and stated, verbatim, “If you don’t want our product, you must then leave it,but we are not going to refund you." She claimed that she could only replace the item after speaking to their regional manager.The regional manager told her to book it in for repairs with a note stating it's previously been repaired,and that she should replace the item with a new one . She informed me that she would provide feedback on Monday morning regarding the collection of a replacement unit,since she had to get an authorization number,she wasnt able to help me the Sunday. Unfortunately today is Tuesday 3rd of December more than a week later and I have still not received any update.

This ongoing issue has caused significant inconvenience as the product is a necessity in my household. Furthermore, the lack of professionalism, poor customer service, and repeated failure to communicate have left me extremely dissatisfied.

The conduct of the staff(young male tevo representative) was unprofessional, displaying arrogance and a lack of courtesy, which negatively impacted the overall experience.He went and called the manager but unfortunately she also failed to help me.

Dealing with a faulty product twice in such a short period is unacceptable, and the refusal to consider a refund is concerning.

I request immediate resolution of this matter. Given the repeated faults and inconvenience caused, I believe I am entitled to a refund or, at the very least, a new and reliable replacement without further delay.

I sent an email to the manager of game stores -springs mall but absolutely no feedback from them at all.I really hope this issue can eventually be sorted out.

Sincerely, Lauzanne Duranty