GAME Online Store - Pathetic Customer Service
Poor Service Delivery (order number ***)
To whom it may concern,
I am terribly disappointed with the service I received from Game online. I purchased the Defy 13kg metallic top loader washing machine online with the Black Friday special at R3 999 plus delivery @ R90. I received an email on Sunday 8 November 2020 telling me that my order has been dispatched and is on it's way to me and that the delivery contractors will be in contact with me soon to confirm delivery schedule but this never happened...
On 10 November 2020 at approximately 5pm, the delivery contractor arrives, at my home, completely unannounced and straight out of the blue with my delivery order. I was inconvenienced to have to stop and drop my busy schedule to compensate for your poor customer service in terms of basic communication. Further to this the delivery contractor arrives at my home alone with nobody to assist him so again you inconvenience me to help him bring the washing machine into my home. Then and as if this was not enough before signing receipt for the delivery I told your contractor that I would like to inspect the unit first and to my great dismay I found that the unit was damaged...at the bottom front right hand corner of the unit I found that the black flap cover was damaged at the fitting end...as well as on that same spot just on the top right corner of that black portion on the machine was what appeared to be a gash of some sort. Upon seeing this I refused to accept the machine, noted the damage on the delivery note and sent it back with the driver.
Immediately afterward at approx. 17:25pm I called your customer service number ***) and spoke to a lady by the name of Thandiwe who mentioned something about having to make out a ticket and that somebody from web support will contact me within 24 hours...I asked for a reference number but she said there was none and that I should use my order number. She never even had the decency to apologize for my inconvenience as the customer.
On 11 November 2020 I received an email from Ruqaiyah Forbes web support who merely states that my complaint has been escalated. No indication whatsoever as to what will be done or when it will be done or even a time frame. After allowing a few hours more for Game to update me I still received no communication from them so I sent an email @ approx. 18:30pm to Game web support demanding action on a resolution to my issue seeing as it had already been more than 24 hours before I had initially logged my complaint with Thandiwe on their online customer care number...even so between then till now I have received no reply from Game.
Through all levels thus far your customer service levels have been pathetic. Shopping from you was supposed to be efficient and convenient to me, THE CUSTOMER, but evidently you are still grasping this concept. In light of these events I demand to have my purchase order delivered to me brand new and undamaged within the next 24 hours...failure to comply with result in further action through the relevant channels!!!
Frustratingly disappointed, Ashveer Sookraj ***
At approx. 16:25pm I received a call, but not from May, from a different character named Lee who gives me the same ******* story that every other person from their service centers did thus far...He too tells me that they cannot give me a time frame as to when I will receive my purchase and that the damaged machine they sent to me has only reached their DC today. 48 hours later since I returned the defective unit and logged my initial query yet your service levels are so pathetic that you still have no constructive feedback for my complaint as the customer. There is absolutely no sense of urgency in satisfying your customers whatsoever. Telling me that u cannot give me a time frame is worthless and completely UNACCEPTABLE and is a direct reflection of your disgusting service levels and "no care attitudes." I do not have time to wait until kingdom comes for something I have already paid for in full. You sent me a defective unit which I sent back 48hours ago...this is more than ample time for you to have sent me a replacement brand new unit. As I mentioned to Lee, I will not be available for approx. 2 weeks as from Saturday and my wife works a Monday to Sunday job so nobody will be at my home to receive the delivery until my return. I dont care if you have to pull a cat out of a hat...I WANT MY PURCHASE ORDER TOMORROW 13 NOVEMBER 2020 BY NO LATER THAN CLOSE OF BUSINESS 6PM!!!!
At approx. 16:25pm I received a call, but not from May, from a different character named Lee who gives me the same ******* story that every other person from their service centers did thus far...He too tells me that they cannot give me a time frame as to when I will receive my purchase and that the damaged machine they sent to me has only reached their DC today. 48 hours later since I returned the defective unit and logged my initial query yet your service levels are so pathetic that you still have no constructive feedback for my complaint as the customer. There is absolutely no sense of urgency in satisfying your customers whatsoever. Telling me that u cannot give me a time frame is worthless and completely UNACCEPTABLE and is a direct reflection of your disgusting service levels and "no care attitudes." I do not have time to wait until kingdom comes for something I have already paid for in full. You sent me a defective unit which I sent back 48hours ago...this is more than ample time for you to have sent me a replacement brand new unit. As I mentioned to Lee, I will not be available for approx. 2 weeks as from Saturday and my wife works a Monday to Sunday job so nobody will be at my home to receive the delivery until my return. I dont care if you have to pull a cat out of a hat...I WANT MY PURCHASE ORDER TOMORROW 13 NOVEMBER 2020 BY NO LATER THAN CLOSE OF BUSINESS 6PM!!!!
I did not receive delivery of this machine!!!
The machine you delivered to me was damaged and I sent it back.
Immediately afterward I logged a call with online support and spoke to Thandiwe. After which I emailed web support where I communicated with Ruqaiyah Forbes. Further to this I also posted my complaint on Hello Peter seeing as nobody from Game online bothered to reply to me!!!! May and Lee from your severity 1 complaints division contacted me yesterday with regards to this Hello Peter complaint. How many damn times must I keep repeating myself??!!!
Is there no sense of communication even amongst you all as staff members!!!!...Your service is really truly beyond pathetic!!!!
It has already been more than 48 hours since I logged my complaint...I'm tired of getting nowhere with you guys...through all your channels nobody can say for sure what is going on nor can anybody effectively assist...is there no limit to your damn incompetence???!!!!
I WANT MY NEW REPLACEMENT WASHING MACHINE DELIVERED TO ME TODAY...I AM NOT INTERESTED IN ANY OF YOUR DAMN EXCUSES ANYMORE!!!!
I did not receive delivery of this machine!!!
The machine you delivered to me was damaged and I sent it back.
Immediately afterward I logged a call with online support and spoke to Thandiwe. After which I emailed web support where I communicated with Ruqaiyah Forbes. Further to this I also posted my complaint on Hello Peter seeing as nobody from Game online bothered to reply to me!!!! May and Lee from your severity 1 complaints division contacted me yesterday with regards to this Hello Peter complaint. How many damn times must I keep repeating myself??!!!
Is there no sense of communication even amongst you all as staff members!!!!...Your service is really truly beyond pathetic!!!!
It has already been more than 48 hours since I logged my complaint...I'm tired of getting nowhere with you guys...through all your channels nobody can say for sure what is going on nor can anybody effectively assist...is there no limit to your damn incompetence???!!!!
I WANT MY NEW REPLACEMENT WASHING MACHINE DELIVERED TO ME TODAY...I AM NOT INTERESTED IN ANY OF YOUR DAMN EXCUSES ANYMORE!!!!