Non-existent customer service

On the 24th of Nov 23, I placed an order online via the website once I had completed everything including the payment of my products. I realized I had chosen an incorrect product, I immediately called the game customer care line enquiring if my product can be exchanged for the correct one. I spoke to a lady by the name of Unathi, she informed me that the order would need to be cancelled and the matter would be escalated so that the order can be cancelled, she informed me that the process would take 24-48 hours to be escalated subsequent to my call I also sent an email to the customer care e-mail address. While waiting I am receiving for someone to get back to me re-my cancellation the courier company is sending me communication that my products will be delivered on xx date.

I received a call from a lady named Jocelynn on the 28th November regarding my e-mail, she explained and assured me that my cancellation request will be escalated and that the process takes 24-48 hrs. I asked Jocelynn to send me an e-mail confirmation that indeed my request has been escalated.

While awaiting feedback from someone at Game I have received two call from the couriers guys wanting to deliver my order, I informed them to take the products back to their warehouse as I was informed that the only way I can be assisted is if my order is cancelled.

On the 4th of December I call customer care AGAIN, to find out what's happening with my request as I have not had any feedback from ANYONE AT GAME. I spoke to a lady by the name of Desmonia, she informed me that my request was only escalated on the 28th November and they are still awaiting feedback from head office. I asked to speak to the line manager and was informed that the line manager is on lunch and would call me back at 15h00, as I write this complaint I haven't received a call from the line manager (Ronel).

I am going on week 2 waiting for feedback from game, in this day and age of e-commerce I cannot believe that Game operates in this manner. Waiting this long for my cancelation to be processed is ridiculous considering that I don't even have the products with me. What is also aggravating me is that I am constantly calling/e-mail the GAME customer care no one has the decency to give me updates on what is happening!!!

How the hell are products being delivered for an order that's in the process of being cancelled!! How the hell can you tell people it will take 24-48 hrs for something when in actually fact it take more than that!! I I had ordered from any of the other e-commerce stores who are your competitors, this matter would have been resolved promptly.

This is definitely the first and last time I purchase anything from your online store and possibly buying anything in-store, your service is truly **********!!!

I just want my refund back but this whole process is like pulling teeth!! I regret buying from you guys.