Delays and run around with delivery of tv unit

I would like to formally raise a complaint regarding the service I have received from Game Stores at Canal Walk, Cape Town, specifically regarding the delivery of a television I purchased on Monday.

At the time of purchase, the understanding was that the television would be delivered the following day. The sales gentleman who assisted me was extremely helpful and went out of his way to arrange the delivery for the next day, for which I appreciated his assistance.

Unfortunately, the delivery process has been extremely frustrating and inconvenient.

The delivery was initially scheduled for late afternoon on Tuesday. I had already rearranged and put off my appointments for the entire day in order to be available at home to receive the television. I was subsequently informed that the delivery would only take place after 16:00. This was not possible for me, as I had an emergency appointment that I could no longer postpone.

On Wednesday, I again spent a considerable amount of time following up with the store and trying to arrange the delivery. Once again, the process became unnecessarily difficult. The sales gentleman, clearly frustrated with the situation himself, eventually stepped in and tried to assist in getting the television delivered during the day. I was then given confirmation that delivery would take place at 16:00.

I made my arrangements around this around middays and confirmed time and once again waited for the delivery. However, at 15:50 — just 10 minutes before the agreed delivery time — I received a call informing me that the delivery would be late and would only take place shortly before 17:00.

I find this level of service extremely disappointing. I have now effectively lost two days waiting at home for a delivery that was supposed to have taken place the day after my purchase.

What is particularly frustrating is the lack of consideration for the customer's time. I understand that deliveries can sometimes experience genuine delays or unforeseen circumstances, but repeatedly changing the delivery arrangements at the last minute, after I have made my own arrangements based on the times provided by Game, gives the impression that the customer's time and commitments are simply not being prioritised.

When a customer purchases an item on the understanding that it will be delivered on a specific day, I believe Game has a responsibility to make every reasonable effort to honour that commitment and to communicate properly if circumstances change.

I would therefore appreciate an explanation as to why this delivery has been handled in this manner and what Game intends to do to address the inconvenience and wasted time I have experienced.

I would also like this complaint to be escalated to the relevant manager or customer service department, as I do not believe this level of service reflects what customers should expect from Game.

I look forward to receiving your response and a satisfactory resolution.

Kind regards, Phumza G