Disgusting service from Game Beacon Bay floor manager Nomkhosi

I purchased a bicycle as a Christmas present for my son from Game store Beacon Bay on 24 December 2025 at 14:08. I used Pay Just Now to make the payment as well as my debit card.

On Christmas morning my son took his bike for a ride up the road, and the brakes immediately snapped. The store was closed on the 25 December for me to take it back.

This morning I called the store to check if they are open and to inform them I will be coming in to return the bike as the brake is broken. I was transferred to Nomkhosi who I was informed is the manager, I explained what had happened and before I could even finish she immediately told me there's nothing the store will do and my son broke the bicycle. I explained it's impossible it was my son as it was one trip up the road and the brake snapped, the bicycle is defective and I need a replacement.

She then said I won't get a refund or replacement whether I come to the store or not and that there's nothing they can do I must keep the broken bicycle.

After this very frustrating and unhelpful experience I then contacted the call centre to lodge a complaint and request assistance regarding this. The lady was very helpful in assisting. I them realized I have misplaced my receipt with the order number so I provided the merchant receipt from Pay Just Now as well as my debit card.

After this I called the store and requested the store order number for the complaints team, Nomkhosi again very rudely said, Game does not keep any record of purchases and they have no receipts for me or store order numbers on file. I then requested the store manager she said they are not available, I asked for the name she refused to me with the store managers name and after I told her I don't want their contact number just a name she said Unathi is the store manager and Unathi is not available to take my call or my complaint.

After this interaction a few days later I was contacted by Game Customer Service head office stating I should go to the store and they will be able to assist me with reprinting my receipt.

When I got to the store, yet again I received absolutely zero assistance. They said their received no such communication and I had to again contact customer service which I did in front of them and the store manager Nomkhosi stated this was miscommunication.

She then very rudely as always told me to go read a sign that states they will not assist if I don't have a till slip which I told her I was told to come here as the store would reprint.

After a long unfruitful back and forth with Nomkhosi I requested the store managers full name and email address. She told me that she can not provide me with that information. I asked when the store manager will be available she told me she does not know, I asked is he on leave? Not on shift today? To which she rep**** she does not know.

I was then told to take the bike and come back on the weekend and I responded that I was told to come to the store today and will not be returning another day.

Nomkhosi true to her rude nature then told me there's nothing she will be doing about this and said I need to leave with the broken bicycle.

I have left the bicycle and my contact number at the store and requested they call me when I can pick up a replacement bicycle.

I am begging you to please assist me with this issue. This was my sons Christmas present. The lack of accountability and empathy from the store is shocking to say the least and the lack of regard to expect me to go up and down East London at their whim is **********.

I am continuously having to write emails to general managers and the emails keep getting sent to the same store. Game store Beacon Bay blatantly refuses to provide me with the details of the store manager.

I honestly hope you can assist me with this. As I've spent money for this bicycle and it's now in the store and no one is willing to help me yet I have proof of payment where I paid for the bicycle. And I'm constantly expected to deal with a floor manager with absolutely no regard for me as a customer.