Game Baywest - Worst Service Ever!!!!

Good day Team

I write to you with great disappointment in the service I’ve experienced from your Game, Baywest store in Port Elizabeth.

I did a layby at the store for a package/bundle deal effective 04/03/2023 – As per attached “Lay-bye sales order”. In an attempt to conclude the sale and retrieve my package I made my final payment effective 20/05/2023.

Upon retrieving my items/products, it was established that one of the items in the bundle (soundbar) had already been opened (reasons unknown to the sales consultant) – I was subsequently advised that the item was out of stock in store so they were unable to make a replacement at the time, but they will locate a store and call me once available.

3 months down the line, still no soundbar – Keep in mind that I’ve been the only one following-up on the matter (having to drive to the store to enquire). Three weeks ago I went to the store and requested that the store provide me with a refund to the value of the soundbar of R1 799.00 as they are unable to find another one anywhere else. This request was declined, advising that they will only refund the actual amount paid of R 1 173.30 and not the unit price – I explained that this would be unfair as this disqualifies the discount applicable to no fault of my own but that of the store, keeping in mind that I have allowed the store an opportunity to locate the item/product for 3 months.

I was subsequently advised: • I can return the TV and they cancel the deal • If they refund me at the product price it will be a disadvantage to game • That they don’t deal with bundle deals, that it’s a sales campaign by Hisense and not Game themselves – So Game can’t take the loss.

The above remarks on the matter speak to the attitude of the employees who was assisting with the matter!

As a past resolution - Their regional manager was to transport an available product from the George store by the first week of Aug. To date they haven’t called me, I went to the store two week back and was advised by the Sales manager that he will contact me in that week, to date no call.

I just called the store now – A gentlemen confirmed that someone will be driving to George today to collect stock!

This is completely unacceptable, the worst part is that I need to furnish an entire new home and I’ve purchasing the appliances from Game however because of this journey I will subsequently be purchasing items such a my double door fridge, washing machine and microwave inch some other small items elsewhere.

Names of the stakeholders I’ve dealt with: Byron May – Sale Manager Sale Agent – Ntsikelelo Madyongolo Regional Manager – Did not make contact with him/her but they were responsible for the logistics between George and Port Elizabeth