Frustration with Game online Stores - Refusing Refund and Delivery Issues

I am writing to express my extreme frustration with the poor service and mishandling of my orders by Game Stores. Here's what happened:

Cancelled Order #***: I placed an online order for a DEFY 4 Plate Compact Stove DSS554 for R3,799. After visiting a nearby Game store, I realized the stove was smaller than expected, so I called Game Customer Care to cancel the order 08 December 2024.

The consultant informed me that the order had already been dispatched to the courier and instructed me not to sign for it when it arrived. I followed these instructions, and when the courier came, we refused to accept or sign for the delivery. The stove was returned with the courier.

Delivered Order #***: I then placed a new order 8 Dec 2024 for a DEFY Stove Black DSS612 for R4,999. Although delivery took longer than expected, the stove eventually arrived, and we signed for it. This stove is now with us.

The Problem: Despite following all instructions for Order #***, I received a notification claiming the order was delivered. During a call with Game Customer Care, I was assured that this was an error and that my refund was being processed.

To my disbelief, I later learned that someone at Game claimed the stove had been delivered to me. This is incorrect. In a conversation with a representative, I was told they had verified the delivery, but I suspect they are confusing this with my second order (Order #***), which was indeed delivered and signed for.

The first stove (Order #***) was never received because it was refused upon delivery, per Game’s own instructions. Yet my refund has not been processed, and I am left with no resolution.

My Concerns:

The lack of clarity and accountability in your processes. The inconvenience caused by repeated follow-ups with no resolution. The absence of trust between Game and its delivery service providers. What I Expect:

An immediate refund for Order #***. A formal acknowledgment of this issue and confirmation that it is being addressed. A review of Game’s internal systems to prevent similar incidents in the future. This experience has been both frustrating and disappointing. I urge Game to take this matter seriously and resolve it without further delays.