PATHETIC CUSTOMER SERVICE RENDERED AT GAME WITH ONE OF THE BEST DOMESTIC SUPLLIERS VERIMAAK , AT MALL@SPINGS!

PATHETIC CUSTOMER SERVICE RENDERED AT GAME WITH ONE OF THE BEST DOMESTIC SUPLLIERS VERIMAAK , AT MALL@SPINGS!

2021 February 13th , in my absence I have sent my son to one of the mass marts near us .In urgent need of a vacuum cleaner , so that we could complete the outstanding domestic work. Apart from suffering from indispositions ,chronic sinusitis and many other malady’s , I have recently discovered that I have Carcinoma. After being diagnosed and living in the fear of a pandemic , I could not afford that the house(s) I own is covered in dust , nor being in a state of untidiness. The other half to my religion , or should I say the first half of my religion is “cleanliness”. Being a true believer and before undergoing my operation , I have made sure that I’ve sent my son to mall @ Springs to the Game store to purchase a new vacuum cleaner so that the houses I visit , to which is all in the same estate as to where I live and also are the homes of my children is clean at all times. My previous vacuum cleaner made by Hover has finally retired from the services rendered to us after 7 years. Living with many indispositions and with the fear of the pandemic , second wave and many more the vacuum cleaner that was purchased on February the 13th 2021 , from one of the best domestic suppliers in South Africa , which is also known as “VERIMAAK” , at “Game” is used on a daily basis , for about 2-3 hours inconsistently. Yesterday , the dry and wet multipurpose vacuum cleaner has packed up. As seeing on television and as displayed on the box , I immediately thought about the “lifetime guarantee” , “2 year guarantee” and the “21 days competitor”- which ever term suits you guys at best of interests.

In the early mornings before 12 pm , I’ve called a lady by the name of Mrs Matsimiboso , that works in the sales department for Verimaak stores at the mass mart Game at mall@Springs ,Gauteng. She advised that we should come in-store and a guaranteed refund or exchange will be immediately done and it will be hassle free.

However , when I went in-store yesterday (2021 March 02nd ) , to purchase a new domestic item (Hover , vacuum cleaner) , I was told to bring the wet and dry multipurpose machine in-store and the exchange or refund will than take place .

On that note , Mrs Matsimiboso willingly said that she would replace the item without us bringing it in , nor did we have any receipt showing that we purchased this specific product from Game, specifically at mall@Springs. Having the word of Mrs Matsimiboso , that she would kindly refund us or replace the multi-purpose wet and dry domestic machine , tagging along with my son to the mass mart ( 2021 March the 6th) , with the intention of either getting a refund or exchanging this product for a new one.

Long story cut short , on arrival at the customer service department at Game , the sales executive of Verimaak was called to the station. After explaining to the lady that the machine had burnt out and requesting a refund on the machine as we have purchased a new machine , with better and higher specs than the Verimaak machine. Minutes went by and she offered to give us a machine of which the packaging has been damaged and was used as a “back up” to supply clients with parts that had been damaged on their old machine or if any part was missing when the machine was purchased. After refusing , and telling the lady of the “21 days competitor’ (Knowing that we have not missed the deadline) , she than tries to explain to us about the “21 days” , but with confusion as she does not know whether it is 21 days , 15 days or 7 days . She than calls the store manager Mr Bheki Mabanga to try and get us to take the “used broken slap dash packaging” of which the machine was packaged in . Being the store manager and the sales executive neither one of them adhered to customer service , voices were raised on top of ours and no positive feedback or actions came out of this quandary faced. As advertised “2 years quality guarantee” and “lifetime guarantee” , and taking into consideration the definition of guarantee which can be termed as “Assurance” or “Money-back” . None of the statements advertised has been adhered to. Advertising the fact that the product has a “LIFETIME GAURANTEE” , no matter how long the product has been used for or how the product looks , the motor has burnt out and surely means that engineers haven’t perfected the motor , which further questions myself and other potential buyers to how is it a “LIFETIME GAURANTEE” advertised and not adhered to when we asked for a refund at first and than an exchange for the same product but a brand new one? Taking into consideration the main fact of “CUSTOMER SERVICE” , was pathetic and disgusting manner ever approached! The fact of not knowing the “TERMS AND CONDITIONS’ of the mass mart and being an “UNPROFESSIONAL STORE MANAGER” , what are the consequences for the poor and ********* sales executive and store manager? Will it just be brushed off? Surely being a mass mart and a well known service provider , quality and training should’ve been the number one priority to ensuring that customers always come first , and even when they are wrong , you ensure that they are right! How do we add to the GDP of the country and to the establishment to a developed country if poor customer services are rendered?!

Kindly please advice myself firstly and then the country on what necessary steps will be taken within the next 12 hours.

Your feedback would be highly appreciated.

Kindly contact me via email at : ***

Yours sincerely.