Immediate Action Required – Unacceptable Delays and Deceptive Practices from Game Stores

To whom it may concern,

I am writing to express my extreme frustration and utter disappointment with the complete lack of accountability and the outrageous customer service I have received from Game Stores, particularly the Eastgate branch. This has gone on long enough, and I will no longer tolerate being treated with such disrespect.

I purchased a laptop for R7000 from Game Stores in Eastgate in April last year, and from the start, I had issues with the internet connection. Though I tolerated it at first, the problem eventually worsened to the point where the laptop failed to connect to the internet entirely. Given that it was still under warranty, I returned the laptop to the Eastgate store on the 14th of February for repairs. The returns document I received clearly stated that if the repair was not completed within 21 days, I would either be refunded or the laptop replaced.

21 days passed, and when I called to inquire about my laptop, I was told by a staff member that the 21 days refers to "working days," not calendar days, an important detail that was conveniently left out of the returns document and wasnt communicated to me. Fine, I accepted that, and I continued to wait.

22 working days and 31 calendar days later, still no laptop. I called again, and after hours of being ignored, a staff member finally told me they were "checking the records" would call me back which she never did. I called back FOUR MORE TIMES, with no answer. Finally, on the fifth call, I was told they had no idea when the laptop would be returned but that I just had to wait for the call or sms when the laptop has been delivered.

The next day, I called again, and another staff member assured me the laptop would be delivered "before Friday." Yet, Friday came and went without a word.

On Monday, 38 days after I handed over my laptop, I went to the store in person. The staff there had no answers. The warehouse wasn’t answering their calls, and no one had any idea when or if my laptop would ever be returned. T The lady then said she'll get someone yo go fetch it, which i wonder why it wasnt done after 21 "working days" as per their policy. When I asked about the 21-day return policy, I was told that it doesn't apply to laptops and cell phones! How convenient! Game’s return policies are nothing but a marketing gimmick to lure in customers, and you clearly have no intention of honoring them when it counts. How can you give a customer a returns document with terms and conditions that's doesn't apply to that returned product.. how does that even make any sense.

Game Stores has treated me with total disrespect and indifference. Your entire process is a lie. You deceive your customers with policies you have no intention of honoring, and you show a complete disregard for their time and hard-earned money. This entire experience has been an absolute nightmare, and it’s only made worse by the fact that Game Stores seems to think that this is acceptable. The customer service don't even seem to care, they find is perfectly fine for a customer to wait for their gadget for 38 days instead of 21 days as per agreement.

I am a master's student who works primarily home, and I can’t begin to describe how impossible life has been without my laptop. You have made my professional and academic life a living hell, and I am beyond angry that I have had to endure this utter failure of service.

It is time for someone in your company to step up and take responsibility. I am demanding immediate action: either the return of my laptop, a full refund or replacement laptop without further delay.

I expect immediate action. Do not waste my time any longer.