GAME ON-LINE - MOST PATHETIC CUSTOMER SERVICE EXPERIENCE

On the 21 November 2018, I went onto the Game website. We were looking to purchase a fridge / freezer. So I read the advert title which read Defy 300 Litre Fridge / Freezer with water dispenser and was priced at R3999. I clicked on add to cart and proceeded to check out and paid for the Fridge.

On the afternoon of the 21st the fridge was delivered, I got home and found that this fridge looks quite small compared to the existing 300 litre fridge/freezer that we have which was broken when we decided to buy a new one.

I look at the sticker on the packaging and it says 226 liter capacity. Looking at the builtin cupboards in the house this new fridge is much too small for the space allocated in the kitchen. So I decided that we would not open the item but call game and tell them this is not a 300 litre fridge and we need to return it.

On the 22 November 2018, I called came and spoke to Annelise and explained that this is not a 300 litre fridge as advertised and I need to return it. Annelise indicated that a technician would come by to the house to have a look at it and if the advert was wrong they would replace it with a 300 litre fridge. The enxt two days went by, no technician came home and we never heard from game. The black friday sale starts and we are unable to buy another fridge because the money is tied up with Game. I called game again and Annelise now says we delivered the correct item, we checked on the website (its only when you click into the fridge it says net 226litre). So I told her the title of the advert was very misleading, and we went onto Defy's website whilst on the phone together. On the website of Defy, the same fridge is listed as a product and the description is 226 litre - there is no mention of 300 liter and I told her that "why doesnt the manufacturer state 300 litre fridge freezer"? - no answer.

I told her nevertheless I want the fridge returned immediately becuase i am quite sure we can get a bargain in the black friday sale for a proper 300 litre fridge. She went on the system and said that there is a request for them to collect the fridge and confirmed the address.

I called the next day and spoke to another female asking when they would take the fridge back and she says she escalated the problem and someone will call back - no one called back.

I called the next day and spoke to the manager explained the same situation for the umpteenth time and the manager says well from the day we pick up the fridge you will have to wait 14 days for a refund. I told him we live in a house and ont have a fridge, our money is tied up with game who has little interest in collecting the fridge. And we will not wait another few days will all of our fridge stuff going off because we have a white elephant of a fridge standing in the middle of our lounge.

The manager says that he will escalate the matter but to save us the trouble he would do swop whereby he will collect the 226 litre fridge and replace with a 300 litre fridge. I agreed to this because it will stop the wastage at home with everything going off in the absence of a fridge.

So we wait again and nothing happens. I call game again and all they can say is that they escalated the matter to level 2 (I have no idea what that is) and they will call me.

I called Game again, spoke to a person by the name of Abdul, explain the situation at hiome and that fact that this fridge is in out lounge waiting to be returned and nothing is happening - here again he says he will escalate the matter and have the fridge returned, but now he says we will be refunded within 14 days. So I told him you manager said he will swop the fridge for a 300 litre to save us the trouble that we have already been through. HEsays he will call me back. Abdul did call back to say he escalated the matter but I told him I have heard that before and nothing happened.

I had asked Adbul and offered to personally return the fridge to any Game in durban for the sake of progress on the matter and because we really needed a fridge and he says he will find out and let me know. He never called me back.

So I called a few additional times and I am being given the same run around.

Yesterday, the 6th December 2018 (a whole 16 days later), I called Game and spoke to female and she says she escalated it. I asked her where the warehouse was becuase i am willing to drive and drop it off, but apparently I am not allowed to return it to the warehouse. I asked if I can take it back to Game store and I am not allowed to do that either. I asked her whats the returns policy for Game = 7 days, but she says that they can even take 21 days to collect the fridge and thereafter 14 days t refund us. So I told her if that is the case we will go into the new year without a fridge and i am not prepared for that.

I insisted that I return this ****ing nightmare to a game store close to me. She didn't bother. I told her that if this fridge is not collected by the 7th December 2018 at 4pm, I will most definitely be taking it to Game Pavillion and at this stage I will expecting a full refund and will not be waiting 14 days.,

We missed out on many fridges that were actually 300 litre in the black friday sale because of the misleading advertising on the Game website coupled with the *********** staff at Game online. We have gone without a fridge for 16 days even though we bought one. One the 21st November when I had told my wife that the fridge was bought, she went ahead and bought cold stuff including meat for about R1000 and all went off because we had no fridge.

NOW I DON'T EXPECT YOU TO REPLACE THE MEAT AND OTHER PERISHABLE ITEMS BUT THE ELAST YOU CAN ****ING DO IS COLLECT THIS NIGHTMARE OF A FRIDGE.

I HAVE NOTIFIED GAME ON THE 22 NOVEMBER THAT THIS ITEM NEEDS TO BE RETURNED AND HAVE PROVIDED A STORAGE SPACE FOR THIS EVER SINCE IN THE CENTRE OF MY LOUNGE - WHO IS GOING TO PAY ME FOR STORAGE AND SECURING YOUR ITEM?

LASTLY, IF THIS ITEM IS NOT REMOVED TODAY, THIS AFTERNOON I WILL TAKE IT TO GAME AND THE SITUATION WILL BE EMBARRASSING - I AM HIGHLY ****ED OFF, AND WILL NEVER AGAIN SUPPORT ANY ONLINE SALE BULL****.

Below is the order details Hello Mrs Kannusamy,

Great news!

Your order has been dispatched from our warehouse and its making its way to you.

Our courier partner will contact you soon with your tracking information.

If you have any questions about your order contact us at ********** or call us on ***.

Order details # ********** 02 (placed on Wed Nov 21 07:43:18 SAST 2018)

Item SKU Qty Subtotal 300ltr Bottom Freezer Fridge Water Disp Metallic ********** 8

1

R3,999.00

Subtotal

R3,999.00

Shipping & Handling

R50.00

Total (excl.VAT)

R3,520.87

VAT

R528.13

Grand Total (incl.VAT)

R4,049.00