Defective Product and Failure to Comply with the Consumer Protection Act – Game N1 City

I am raising a formal complaint regarding my experience with Game Stores N1 City and their handling of a defective product and subsequent refund request.

On 1 January 2026, I purchased a Bestway pool for R1,300. After setting it up and filling it with water, I woke up the following morning to find my backyard flooded due to a leak from the pool. The defect caused water damage to my flooring.

I contacted the store and was advised by a staff member to empty the pool and return it, as it was likely defective. Upon returning to the store, I received conflicting information and was told that the advice given telephonically should not have been provided. After repeatedly explaining the situation, the pool was sent to the supplier for assessment, with a stated turnaround time of up to 21 days.

Since then, I have experienced ongoing delays, inconsistent communication, and incorrect guidance — including being told to contact the supplier directly to “fight” for my refund. After speaking with Bestway, they confirmed that the defect was at the seam of the pool and clearly advised that the retailer (Game Stores) is responsible for the refund, not the supplier.

In terms of Section 55 and Section 56 of the Consumer Protection Act, consumers are entitled to receive goods that are of good quality, free of defects, and reasonably durable. Where goods fail to meet these standards, the consumer has the right to a refund, replacement, or repair, at the consumer’s discretion. I exercised my right to a refund well within the statutory period.

Despite following all instructions provided by Game staff, I have been subjected to unnecessary delays and a lack of accountability. Attempts to escalate the matter to the store manager have been unsuccessful.

I am requesting that Game Stores honor their obligations under the Consumer Protection Act and process my refund without further delay.