Game Gateway Durban: Shocking Service, Public confrontation & Managements silence.

I had a very shocking and unfortunate experience at Game Gateway in Durban back in Jan/Feb 26, and what makes it worse is the complete lack of follow-up after I escalated the matter via email.

On the day of the incident, I had spent several hours in-store assisting my mother with purchasing a fridge, including going through the process of applying for an account. This was already a long and exhausting experience, made even more stressful as my child was unwell at the time.

When we finally got to the till to pay, we were assisted by a cashier named Angel. Her behavior was extremely unprofessional, rude, and filled with attitude. She was unfriendly from the start and created unnecessary tension during our interaction.

The situation escalated into a confrontation and what was even more concerning was that she openly defied instructions from her own supervisor and managers, walking away while being addressed and behaving as though she was above accountability. This caused a very uncomfortable scene, with other customers watching.

I then raised the matter with a manager in the Store by the name of Piney Govender, who instructed me to formally email the complaint with full details, which I did on 17 February 26. I was also asked to copy multiple individuals (including Patrick, Calvin, and Justice), which I did. In that email, I clearly outlined everything that had happened.

To date, I have not received a single response from anyone. Not even an acknowledgment.

What is most disappointing is that I was assured by Penny Govender that the matter would be taken seriously and followed up, yet nothing has been done. This makes the lack of service not just about the cashier, but about the entire Management team’s failure to act and no accountability has been enforced.

Why was I asked to take the time to write a detailed complaint if no one intended to respond?

Why has no one contacted me to gather further information or provide feedback?

What action, if any, has been taken against the cashier?

At this point, I am raising this publicly because all internal attempts have been ignored.

Regards, Khethiwe