Deceptive Sales, Offensive Excuses, and Zero Accountability at Game Somerset West!

I am appalled by the abhorrent level of service, blatant lack of transparency, and offensive treatment I have received from Game Somerset West regarding my Samsung QLED 55-inch TV.

Game and the wider Massmart group publicly pride themselves on values of "integrity," "customer service excellence," and "respect for the individual." My experience over the last two weeks has been the absolute antithesis of these supposed core values. If Game’s mission is to provide reliable service and foster consumer trust, Somerset West management has completely failed.

Here is the reality of how Game Somerset West operates:

Deceptive Practices: I was sold a faulty unit without full transparency about its condition. Integrity is entirely absent when a store pushes defective products onto unsuspecting customers.

Broken Promises & Incompetence: I was initially assured a representative would collect the TV for assessment. No one arrived. I was forced to haul the TV back to the store myself on Sunday, May 23rd. To highlight their absolute lack of internal communication, a Samsung agent recently called me to troubleshoot the unit at my home—days after the TV was already sitting in Game's return counter!

Geographic **************: When questioned about the lack of home assessment, the store manager had the audacity to claim that Khayelitsha is a "high-risk area." This is not only deeply offensive but completely unsubstantiated by any business intelligence. It is a discriminatory excuse used to mask their own operational failures. So much for "respect for the individual."

Zero Proactive Communication: I have had to chase them relentlessly since May 20th. They do not update you. They do not provide formal receipts for items booked in. They merely offer defensive correspondence and shifting blame.

Game claims to put the customer first, yet they treat you with complete disregard the moment they have your money. I am not asking for a favor; I am exercising my rights under the South African Consumer Protection Act.

MY DEMAND: I have waited long enough. I demand this matter be immediately escalated to the senior executives of Massmart, Game, and Samsung. I expect a prompt, professional resolution: either a complete repair, a full replacement of this unit with a brand-new, non-defective model, or a full refund.

Do not respond to this review with a generic "we will look into it." Fix it.