Misinformation to customers

<p>On Wednesday last week we were at the Game store in Southgate. We wanted to return/exchange a electric saw that was faulty. We went to the customer services and was told there that the manufacturers were closing for the Christmas period and that we would only get it back next year. I told them this was unacceptable as it was not our fault the item was faulty. Daniel Mo***eng was then called as it was his department. He informed us that we could not exchange it by them as they did not stock the item. We would have to go to a "A" grade store to do that. Alberton or Jhb CBD. I told him this was unacceptable as we were there to see the doctor just around the corner. We had driven from Parys in the Free State.</p> <p> </p> <p>I asked to talk to a manager and they called one who also told us that we could not exchange the item there as their computer system would not pick up the bar code.</p> <p> </p> <p>We then left the store. Once outside I called their H/O and spoke with Elisma. I told her what had happened and she said she would call me back in a few minutes.</p> <p> </p> <p>She called back about 15 minutes later and told us to go back to the store, ask for Daniel he would help us.</p> <p>When we got there, Daniel once again told us that they would have to send the item for repair. I showed him their "terms and conditions" that was on the displayed on the wall stating that if you wait 3 weeks or longer for your repair they would exchange or refund the item.</p> <p> </p> <p>He said again he could not refund the item. I asked for a manager AGAIN! This time we spoke with Nolan. He told us not to worry he would help us. I informed him that had we known this specific item could not be exchanged at any game store, only "A" grade stores we would not have purchaced it! We thought any item could be exchanged anywhere.</p> <p> </p> <p>He told the lady behind the counter to refund us, she then proceeded to scan the item and to our surprise the item SCANNED!!!!! How about that after about an hour and a half of frustration they COULD do the refund after all.</p> <p> </p> <p>I called Elisma back and told her what had transpired and that the communication between themselves sucked. This to me was misinformation as we were not told we could not return the item to any game store, as well as the fact that the item was accepted by their computer systems after all.</p> <p> </p> <p>I would like some feedback from someone at your H/O game. This was totally unacceptabel and frustrating. You advertise your willingness to echange/refund any item . We did have our slip and the box the item came in.</p>