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WN
Wiseman N

1 reviews | Active since Feb 2023

02 Sept 2026, 00:46

Extremely disappointing experience with Game Online – Failed payment, no urgency, no solution

I am extremely disappointed and frustrated with my recent experience purchasing a laptop from Game Online.

I placed an order for a laptop valued at R11,000 and used Game’s recommended payment gateway, Fast EFT. The money was successfully deducted from my bank account, but immediately after payment I received a message that my order had failed.

I contacted Game customer service and provided all the required proof, including payment confirmation, transaction history, and evidence that the funds had left my account. Despite this, I was told that the order was unsuccessful and that I would have to wait for a refund, which could take up to 25 working days.

I made it clear that I do not want a refund — I want the laptop that I paid for. The issue should have been escalated urgently with the payment gateway provider to trace the successful payment and complete the order. Instead, I was told to wait up to 48 hours for a response.

For a company of Game’s size, this level of customer service is unacceptable. A payment failure involving a customer’s money should be treated as urgent, with proper communication and escalation. I am left without the laptop I paid for and without access to my money for potentially weeks.

Very disappointing service from Game Online.

0
Replies (5)
WN
Wiseman N's update04 Sept 2026, 11:07
Reviewer Update
Extremely disappointed with Game Online – Still No Resolution or CommunicationMy issue with Game Online is still unresolved, and I am now extremely disappointed with the way this matter has been handled.I was promised a callback regarding my failed online laptop order, but two days have now passed and nobody from Game has contacted me. There has been absolutely no communication or meaningful update.To make matters worse, I urgently needed the laptop, so I had no choice but to go into a Game store and pay cash for another laptop.This means I have now had to deal with the inconvenience of the failed online transaction, the money being deducted from my account, providing proof of payment and transaction details, repeatedly contacting Game, being promised a callback that never came, and ultimately having to spend money again in-store just to get the product I needed.This is completely unacceptable customer service.I expected Game to take ownership of the issue and resolve it promptly. Instead, I have been left chasing them for answers while my money remains tied up.Game, I need this matter resolved urgently and I expect clear communication regarding my refund and the status of my original transaction.Very disappointing experience from a company I expected much better from.
WN
Wiseman N's update04 Sept 2026, 15:52
Reviewer Update
You are not giving me a turnaround time or even an ETA.Saying “as soon as we receive an update” is not an indication that this matter is being treated urgently. It gives me absolutely no timeframe or expectation of when I can expect this to be resolved.I have already been waiting, I was promised a callback that never happened, and I have now had to go into a store and pay cash for another laptop because of this issue.At this stage, I need a specific turnaround time or ETA for when my refund will be processed and when I can expect the matter to be fully resolved.Please treat this as an urgent escalation and provide me with a concrete timeframe, rather than another open-ended response.

Game
Game's reply05 Sept 2026, 09:11
Official
Hi Sanele, thank you so much for taking my call. You will be contacted as soon as the refund has been processed. We apologise for the inconveniece caused. 
WN
Wiseman N's update13 Sept 2026, 11:21
Reviewer Update
This No Refund from Game!!This whole experience with Game has become extremely stressful and, honestly, depressing.Now I see that, for Game, it seems to be Profit over People.Regardless of how much I explained my distress to the Customer Care Managers and how seriously this situation was affecting me, I was still not prioritised or assisted timeously.Instead, I was simply slapped with the refund policy, with absolutely no sympathy or understanding for the situation I was going through. I understand that companies have policies, but there also needs to be humanity, empathy and proper customer care when dealing with a customer who is clearly distressed.As a customer, I should not have to continuously chase a major retailer for money that was taken from my account.This experience has completely changed my perception of Game. I expected better.
Game
Game's reply14 Sept 2026, 12:00
Official
Hi Wiseman,

Thank you for reaching out to us.

We would like to sincerely apologize for the experience you have had with us and for the delay regards to your refund.

We are sorry that you feel your concerns were not addressed with the empathy, understanding, and urgency that you deserved. We recognize the impact this situation has had on you, and we regret that your experience has left you feeling let down.

Please be assured that your matter is currently being dealt with by our Finance Team, who are actively working on resolving the refund process. We understand the importance of this matter and appreciate your patience while the necessary steps are being completed.

Once again, we sincerely apologize for the inconvenience caused.

Kind regards
Game Social Media Team