Game - The Store That Ruined Christmas

Very disappointed to say that I received disgraceful service from Game Online, 10 days before Christmas! If I could give ZERO stars, I would. On Saturday, 14 December, I ordered two mountain bikes and a gel blaster gun for my children's Christmas presents - the order was confirmed, and my card was charged i.e. the money was taken. Shortly after placing the order I received order confirmation, as well as confirmation of delivery of one of the bikes (my daughter's) for the next day!! "How wonderful and super efficient" I think to myself... However... a few hours later I receive an email cancelling my son's bike as apparently they've run out of stock!! Sunday morning I get on Game's Whatsapp line to try and sort this out, as obviously, I can't wait for a refund ... people simply don't have thousands of Rand lying around to go buy other gifts with when a store messes up an order due to no fault of the customer. I ask the agent that a different model, at the same price point, be sent in the cancelled bike's place - only to be told that they "cannot send a replacement/substitute". While I'm busy trying to sort this out with the agent, I receive ANOTHER email cancelling my daughter's bike - as apparently that has now run out of stock too!!!!! HOW ON EARTH are they able to sell stock that has already been sold and confirmed for delivery!?!?!?! The agent then advises that a refund will take 5-14 business days... are you kidding me!??! That would put us at AFTER Christmas!! At this point my husband and I decided to drive through to the nearest store - which is a 165km round trip out of our way and thus a substantial fuel expense AND MASSIVE inconvenience on a Sunday afternoon - as now Game has R4100 of our Christmas money, we have no gifts, no money to buy OTHER gifts with, and NO TIME other than the weekend to sort it out! Upon the reaching the store, the consultants at the customer service desk completely ignored us for at least 3min...stood there discussing personal matters in front of us, with not so much as a greeting or acknowledgment. When we finally demanded attention, we were told they wouldn't be able to assist as only the one bike was scheduled to be sent from their store and they couldn't process a refund as it's a "Game Online matter" - we then informed them that we had already spoken with Game Online's customer service, and had been advised to go into the store, and that someone would then assist us with resolving the issue. We then demanded to see the manager... whilst waiting for him to appear, we went to see what stock was on the floor, hoping we'd be able to collect two different bikes...low and behold, the bike we'd ordered for our son was THERE, sealed in a box, IN STOCK AFTER ALL! When asked why they had then cancelled the order, NO ONE had an answer for us. The sheer incompetence completely floored us at this point, and once the manager finally appeared and insisted (again) that they would not be able to refund us or provide a credit, we walked out empty-handed. I'm beyond upset with Game and their complete lack of understanding and action at a time such as this, Christmas is literally days away!! Game is SUPER QUICK to take your money, but then you get stuck waiting for days for a refund due to THEIR incompetence and lack of proper procedures. The worst part is, the closer we get to Christmas and the longer we have to wait for our refund, the less stock there is of ANYTHING to choose from, and the more expensive things get. I've been a lifelong customer... no more, I'm done.