GAME AMANZIMTOTI (GALLERIA)

good day,

purchased a school backpack at Game Pavilion , subsequent to that the bag began to tear on the straps. thereafter I approached Game Amanzimtoti (the store closest to me), to have the bag changed for a better quality bag. "you would think that this is a smooth process" I approached the customer care department indicated to them that I need to change the item and I have lost my receipt, however I do have my card on hand. firstly they didn't even greet, they then said ok, go to the isle and fetch a matching bag (which I know the store supposed to do, not me!) I did go and fetch the matching bag, I was then told that they are waiting for a fax to come through regarding the receipt. (I enquired as to why they are using a fax in this day and age which may take a long time to come through...I was ignored! I even offered for the receipt to be sent to my cell phone to speed up the process....I was ignored! I then waited for 45min, no one came back to me to indicate what's the progress. when I queried what is the delay, I got a blunt "I don't know, we are waiting for the fax" so I continued to stand and wait. getting very annoyed at the rude service being conducted by the "Customer Care Department" I asked to speak to a manager; to my surprise the lady questioned me and asked WHY do you want to speak to a manager! I was now frustrated and told her that it is my right as a customer to request this if I'm not getting satisfaction, I was then ignored and thereafter a manager approached. to my surprise he stands in front of me and asks WHAT IS GOING ON HERE! shocked I said I need assistance regarding my situation and the long wait that I'm having to put up with. instead of calming down the situation he then goes on to tell me, if I didn't lose my receipt I wouldn't be in this position and I will just have to wait for the lady's at the desk to resolve it. he then turns away, so I indicate to him if I was willing to sit for over an hour then I would not have required his assistance, the whole reason of calling him in was to get the matter at hand resolved efficiently. this behaviour really shocked me. I then took back the damaged bag and drove to Game Pavilion. I was then told that the store manager at Pavilion (Marius) indicated to Amanzimtoti to pay out or refund the money as they cannot email the receipt the system was down. I was truly shocked! I waited endlessly when I got have got paid out! Game Pavilion resolved my issue with total professionalism, their approach was exemplary, my matter was done and dusted within 4 minutes. (Marius, and the lady's at Customer Care dept. at the Pavilion branch made me feel human again. the only reason why I know the managers name at the Pavilion branch...he took the time to introduce himself. Game Amanzimtoti is a store that I will never visit again! nor will I advise anyone to make a purchase there.