Game online - "You purchase we don`t deliver".

On the 21st of December 2020 I purchased 2 ceiling fans online, this was the first time I had used online purchase as I usually just go into the store but as it was the last week before Christmas and I couldn't get away from work I thought that this would be faster.

Before I purchased the products I read the terms and conditions which stated that the delivery period would be 7 - 10 working days but since it was covid and this is now the new excuse used for poor service Game has added a text box to there page to indicate that the delivery time could now take up to 14 working days. (I can get stock from overseas faster). Anyway I made the purchase, after new years had past and another week had gone by I decided to call log onto the Game Website to see the progress made with my parcel only to find that it still showed order being processed... I decided to chat with the live chat option to see what was happening and got the response that they are still within there SLA.

Needless to say a day or two afterwards I logged on again this time to find that the process was now in order has been dispatch, no tracking feature is available on this international companies website, so again I thought I would have a chat with the online live chat agent... this time I was told that they would follow up and come back to me, the time expired for the chat and no one bothered to call me back.

I then decided to email the customer care email address provided on the original order, eventually after 24 hours I got a vague response and again was told about the fact that they are still in there SLA... this time I responded by asking if the SLA was in place in case of issues arising and delay the delivery of a product or is the 14 days a target which they aim for before acting on a delivery...

Yesterday 6th January I was sent a confirmation email that I have received my products, I immediately forward this email to the customer care email address to say that I have not... I still have no response from them.

This morning feeling rather upset as you just get no assistance, no response and a general feeling of I couldn't care when you call the call center i tried again and spoke to a very friendly lady "Roseya" (I hope I spelled her name correctly), I was kept on the line for 21min while she got hold of the dispatching store who then could not find the stock or the order (this was not clear), she then told me she would call me back once she received feedback from the store. After 5 hours and not hearing anything back I decided to call once more this time I spoke to a man... did not catch his name as it makes no difference but he told me that he would escalate the matter and that I (the customer who has called numerous times and been held on the line for many min) should call them back tomorrow for an update.

this is just pathetic service and this is just trying to get a product delivered that I have paid for... I shudder to think what is going to happen if one of the products turn out to be faulty.