GAME MANAGEMENT-Unacceptable staff behaviour and distress

Dear Game Management,

I am writing to lodge a formal complaint regarding the unacceptable handling of my order and the continued delay in processing my refund.

I placed an order with Game for next-day collection on 8 September 2026. Throughout the process, I was repeatedly assured by your consultants that my order was being transferred from your Soweto branch and would be available for collection. After being given several assurances and spending considerable time following up, I was informed later on 8 September that the order had been cancelled.

I subsequently received communication advising that my refund would take approximately 3–5 working days to process. I was then informed on 8 September that the matter had been escalated to your Finance Department. I have also submitted my proof of banking/account details more than ten times, yet I am still being asked for information and given conflicting explanations regarding the status of my refund.

I am extremely concerned that the Finance Department does not appear to be taking this matter seriously either. Despite being told that my case was escalated to Finance on 8 September and despite me repeatedly providing the required proof of account, there has been no satisfactory resolution or clear communication regarding when my money will actually be returned.

The fact that I have had to submit the same documentation more than ten times and continue to chase Game for answers is completely unacceptable. Once the matter was escalated to Finance, I expected the issue to be investigated and resolved promptly. Instead, I have experienced further delays and uncer*****y.

What is particularly unacceptable is the continued lack of a clear and consistent response from both Game's consultants and the Finance Department. I have been repeatedly told different things, and each time I follow up, I am given another explanation or told that the matter is still being dealt with. This gives me the impression that neither the consultants handling my queries nor the Finance Department are treating my complaint with the seriousness and urgency it deserves.

I have even attempted to provide a practical solution by offering to personally drive to Game Mall of Africa to collect my refund in cash, yet this was declined. Instead of resolving the matter, I continue to experience delays and what appears to be unnecessary stalling.

I must also make management aware of the serious impact this situation is having on me personally. I suffer from severe anxiety, depression and high blood pressure, and the ongoing stress, uncer*****y and repeated misinformation from Game's representatives have caused me significant distress. I have experienced increases in my blood pressure as a result of the stress surrounding this matter.

The TV stick that I purchased was intended to provide entertainment for my children. What should have been a simple purchase has instead turned into an extremely stressful and distressing experience because of Game's handling of the order and refund.

As a customer, I should not have to repeatedly provide the same banking documentation, chase different consultants and departments for answers, or continuously explain the same situation in order to receive money that is rightfully due to me.

I therefore request that Game Management urgently intervene and provide me with:

Written confirmation of the exact status of my refund. Confirmation that my banking details have been received, verified and correctly captured by the Finance Department. A clear and definitive date by which the full refund will be paid. An explanation as to why I have been repeatedly given conflicting information by Game's consultants. An explanation as to why the matter, despite allegedly being escalated to Finance on 8 September, remains unresolved. Confirmation of what steps Game will take to prevent customers from experiencing this type of treatment in future. I would appreciate this matter being treated as a formal escalation directly to senior management, rather than being referred back to another consultant who simply repeats the same information I have already received.

I have been patient and have made every reasonable effort to resolve this matter amicably. However, the continued delays, conflicting communication and apparent lack of urgency from both the consultants and Finance Department are unacceptable.

I sincerely hope management will take this complaint seriously and ensure that my refund is resolved without any further unnecessary delay. I also want it formally noted that the ongoing stress caused by this matter is having a negative impact on my wellbeing and blood pressure.

I expect written confirmation from management regarding the status of my refund and a definitive resolution as a matter of urgency.

Kind regards,

Sphelele Mkhwa**** Order No: *** Contact No: *** Email: smkhwa*******