Frustration with extremely poor service received from Game

I have been in contact with Game store since June 17, 2021 to try and get my stoves which were kept at Game (Mthatha Plaza). Game promised a 24-48 hour turnaround time to have my issue resolved. However, since the 17th of June 2021, Game has not resolved my issue.

The 4 bosch stoves that I bought and fully paid for at Dion Wired we're transferred to Game (Mthatha Plaza) in 2019 and I got a confirmation at Game that they had my stoves. Game promised to keep my stoves and said that as long as I had the receipt, I would get them anytime.

When I had a concern that I was delaying to collect the stoves at Game (Mthatha Plaza), I called the store in 2020 - looking at the option of either collecting the stoves or getting a refund. The manager I spoke to at Game (Mthatha Plaza) told me that there was no need to worry or to consider getting a refund. He said as long as I kept the proof of purchase with me, I could collect the stoves anytime I am ready.

I then relaxed thinking Game would not give me problems when I go to collect my 4 stoves. On the 17th of June 2021, I went to Game with the intention of collecting the stoves. Upon seeing me the person on the area with stoves said the stoves were no longer available, without even going to check Game storage. This is the same person I spoke to in 2019 who confirmed that Dion Wired had indeed delivered the stoves to Game (Mthatha Plaza).

I escalated the matter with the store manager on June 17, 2021 at Game (Mthatha Plaza) who didn't have time for me and instead told me they are not a storage. I explained to the manager that I had kept in contact with Game and I was assured that my stoves would be kept safely and that as long as I produced the purchase receipt I would get them. I told him that I was told that Game (Mthatha Plaza) even said storage is not their problem and I would not be charged for this.

Game (Mthatha Plaza) was not able to tell me how my stoves left the store without the receipt. They said because of the money involved (R24 400), they can't give me similar product or refund. The manager said the issue would have to be referred to the auditors.

On the same day 17th June 2021, I called Game Customer Care to lodge a complaint and dissatisfaction with the issue of my stoves and the bad service at Game. The Game Customer Care took all the details and promised to resolve the issue within 24-48 hours. I kept calling the Game Customer Service for feedback and they promised to escalate the issue and promised the same turnaround time of 24-48 hours to have the matter resolved. I later, (after some days) also got a call from Game (Mthatha Plaza) that promised the same turnatime to resolve the matter.

Game even admitted that the closure of Dion Wired should not affect me, ”Dion Wired was absorbed by Game”. Game even admitted that they gave bad after care when it comes to my case, because if storage was the issue someone needed to have called me to come and collect my stoves.

I have made numerous calls to Game and the matter remains unresolved. Game (Mthatha Plaza) said Yesterday (3rd July 2021) that the person on the floor / area with stoves is the one that must assist me. The manager distanced himself.

I would like Hello Peter to please assist to mediate on this issue and assist to get my stoves or the refund from Game.