Customer service nightmare with Game and Hisense

Subject: URGENT - Formal Complaint Regarding Defective Hisense 347L Fridge & Failure to Process Authorized Refund

To the Senior Management of Game,

I am writing to lodge a formal complaint regarding a defective Hisense 347L refrigerator purchased in June 2024 and the subsequent, ongoing failure of Game to process my refund.

The issue began when the freezer unit started over-freezing to the point that the drawers could not be opened. Subsequently, the refrigerator section failed, leading to significant food spoilage.

This is a formal record of the service failure I have experienced:

June 2024: Purchased Hisense 347L fridge from Game.

October 20, 2024: Logged a formal complaint with Game (Job number: ***, ***:) after the unit became defective.

October 23, 2024: The fridge was assessed and confirmed to be faulty. I received authorization for a credit/refund.

October 23 - November 3, 2024: Despite this authorization, I have been in a constant, unresolved dispute with your call center.

Summary of Service Failure:

To date, I have had to make between 50 and 70 phone calls to your call center. I have spoken with over 10 different agents and multiple supervisors and managers.

I have been subjected to:

Constant Broken Promises: Every single employee I've spoken to has promised to "escalate" and "resolve" this, yet no action has been taken.

Failed Collections: Game has repeatedly **** about collecting the defective fridge. This has forced my husband to miss work and ensure someone is at the premises for collections that never happen.

Countless Apologies: I have heard "I'm so sorry for the inconvenience" over 50 times, but not one person has taken ownership of the problem.

Unprofessional Excuses: On Friday, October 31st, a manager from the Complaints department assured me he had spoken to finance and would ensure immediate payment by Sunday. This was a lie. Today, November 3rd, the excuse is that the "manager responsible for queuing the refund only came to work at 10," and the "payment run closes at 10," forcing another unacceptable delay.

I am now without a functioning refrigerator and without the refund I am owed. It is also deeply concerning that Game continues to sell this product when numerous public reviews indicate this is a known defective item.

Resolution Demanded:

I am no longer willing to speak to your call center. I demand the following actions be completed within one (1) business day:

Immediate Processing: The full refund must be processed and proof of payment sent to me.

Compensation: A formal response regarding compensation for my extensive phone calls, wasted time, full contents of my fridge, and missed work as a direct result of Game's negligence.

If this is not resolved by 4th of November, I will be escalating this matter and sharing my full experience on all available public review platforms.

Sincerely,

Sharona Job number: ***, ***