Game tried to dupe me.

Shockingly horrid customer service.

I had bought pegs, a foldable dryer and a mop from Game amongst other items. But these three items in particular all were either delivered broken or broke within months after purchasing them; the pegs kept breaking (but i could always clip them back in so I accepted that), the foldable dryer broke in January and the mop was delivered broken.

But back track a little to December. I ordered these items online on November 28th. And the products were delivered on December 6th/7th. I sent customer service an email saying the mop was delivered broken and asked if a working one could please be sent to me in an exchange for the broke one. I sent this email on December 8th.

I had not used the mop yet and had unwrapped it to use it when I saw it was broken. Needless to say, I ended up not using it.

Customer service kept talking in circles, sending me emails stating that they had sent an email to someone to try arrange with the store manager to organize a courier to come and fetch the items so that I can get a new one and that they were awaiting feedback on the matter on how to proceed.

I kept on checking in because no courier was being sent out and they kept saying the same thing over and over again; that they were awaiting feedback. No one was calling, only ever emailing. In this time of me waiting, the foldable dryer broke and collapsed. So by 30th December I had asked for a refund instead because no courier had been sent out and I told them to add the foldable dryer rack to the list too of items I wanted returned. I would hang as much clothes on the rack that they rack was meant to hold but it kept breaking no matter how many times I fixed it.

This then led to a different rabbit hole. I kept on checking in asking when I would receive my refund but customer service kept on saying that they cannot refund me until they have the broken items back. Which is fair. But the issue was that they did not organize a courier to come and fetch the items. So the delay was on their end but they still did not budge. So they were holding onto my money and not sending a courier to pick up the items so that they didn't have to release my money.

Eventually a courier came to fetch the broken items on January 27th. A month, two weeks and five days since I sent my first email to Game.

The courier was scheduled to come on January 26th by Game but the courier didn't come. When I asked Game why the courier didn't come, they said its because they couldn't find my address so they left. My address is very easy to find on Google and Game has my cellphone number, instead of calling to verify my location, the driver left. Game also didn't tell me this, I had to email and asked what had happened. When I told Game to please have the courier call me instead of letting them turn around if they were lost, they rescheduled for the courier to come the next day (Jan 27th)

In between all of this, I not only emailed Game but I would call the customer service line to ask them for updates on the process. I hoped calling would be more effective but it never was. They always said they were going to follow up on the matter but never ever got back to me ever.

Now the courier has the items right and I would check in asking when my money would be refunded. To which they said, Game could only process the refund once they received feedback from Game Bayside that the items were delivered by the courier to their store. Game Bayside never gave them this confirmation. So they didn't process my refund. Again it was a matter of poor communication on their end and I was the one who had to pay for it. They were trying to upload policies that they themselves were not uploading. By the logic of their policy, it was okay for them to withhold my money because policy said refunds can only be processed once items have been delivered back to store but no one was confirming that the items were in store so they kept holding onto my money.

Again I was both phoning and emailing and being told the same thing; we cannot process the refund until we have confirmation that the items are back in store.

I then ended up calling the courier myself to ask if they had delivered the items to store. They had confirmed that the items were in fact delivered to store on January 29th. I relayed the information to Game said that they now had the confirmation they needed to process my refund. The lady who I was emailing at Game stopped responding to my emails after I sent this email.

What Game did instead of process my refund is that they tried to send me new items on 8th February. They did not tell me this directly themselves. Instead I got an email from a courier company, which i won't name, stating that they were on their way to deliver new items to me. I emailed Game and asked them why they were doing this when I had specifically asked for a refund since December 30th. I called and emailed. But then on February 15th, they sent out the courier to come and deliver new items again.

At this point I felt like giving up but I did not because they were intentionally trying to stall and dupe me the entire time and I wasn't going to let them. By this point I was having to hang my wet clothes in my closet on hangers so that they could dry as I had no where else to hang my things. At least I could still mop my floors with a cloth. I told the courier to send the items back because Game had messed with my order. The courier was rightfully irritated with Game for making him come all the way out to deliver items that I never asked for.

Game sells low-quality items that break easily; I did not want new products from them, I wanted my money back to go buy similar products from a more reliable store.

On February 18th, they finally processed my refund and the money reflected in my account on February 20th.

Since 8th December 2020, I had been in contact with Game and finally 2 months and ten days later, they finally responded and I got my money back.

Game thought they would wear me out so that I would stop pressing into the matter and this is so typical of capitalists; trying to break a person so that they get tired of trying to hold them accountable. It is appalling and I was never going to let them do that to me.

If you don't want to process refunds, at the very least sell good -quality products that do not need to be refunded. But on that same note, regardless of whether you actually sell reliable products, people still are within their rights to ask for a refund. Game tried to infringe on my consumer rights and I hope everyone reading this will think twice before putting their money into their hands. Because wow what a nightmare Game is.

I was polite and respectful to throughout the process because I am not the type to be aggressive and rude when speaking to customer service. And I hoped that i would at least receive the same respect back. I was respectful even when I realised they were attempting to dupe me and one would think they would at least feel bad.

Multiple times I asked customer service if I could please speak directly to management but they never let me. Because they knew what they were all doing. Game really is a nightmare.