POOR CUSTOMER SERVICE

On the 15 February we went to your store to go and exchange goods that were not working properly. Part of the exchange were a Bennet Vacuum Cleaner we had purchased. I explained to the salesman that this vacuum cleaner is a let down after they pitched how great this vacuum cleaner were the previous weekend.

So whilst my husband were exchanging goods the sales person went to him and stopped the entire exchange resulting in us not getting the voucher immediately. The salesman were adamant to show my husband a more expensive vacuum cleaner from the same brand. (BENNET/TEVO). My husband explained to him that i am not happy with it and we are likely to get another brand. The salesperson said to my husband that he had spoken to me, as if i agreed to have demo on bigger vacuum cleaner, which were not the case as I had told him that I am cleaning with this product and i am not happy with it.

The salesperson were aggresive in insisting that he demo another vacuum cleaner. The manager of the store 'Alet' were present and even her attempt to keep us happy fell on death ears.

So, my husband and sales person for Tevo came to the floor. Whilst the salesperson were starting to pitch the vacuum cleaner. We heard glass breaking. My daughter and son were following us, a mixer glass from the display dropped onto the floor and cut my daughters foot open. Blood started gashing out of wound and it would not stop bleeding. The manager had another person bring first aid kit. At this stage, it was chaos as we could not stop the bleeding.

We then left the goods and the voucher and rushed my daughter to the emergency room. My daughter were in alot of pain as she is only 7 years old and all the blood and pain from injections were extremely traumatic for her. Her foot got stitched up.

On 16 February we went to Game stores in tzaneen as we stay in Letsitele. We phoned Alet and she and the manager in Tzaneen did the exhange amongst themselves. So that is sorted out. We went through entire process with reps again.... And decided to take another brand which is more expensive than the original product we purchased.

Whilst in there my daughters wound started bleeding again. So we rushed to sister at Tzaneen pharmacy, in the tzaneen mall, who adressed the wound.

My daughters recollection of events is that whilst they were following us she had put her toy down on display to put mixer on levelling surface as it was standing off the display. The mixer then fell after she had pushed it back onto the display. Which then smashed and cut open her foot.

My entire problem with this is. Hadn't the salesperson been so adamant we would not have returned to demo area, because of his insistence on demo, we returned and my daughter got hurt. We could have just gotten vacuum cleaners which are displayed in front of the store. But the salesperson went against everything we said to him. I was clear that i lost faith in spesific brand. He did not want to hear this.

Secondly, the displays on which the mixers and assecories are displayed on is not level with one another. In this high risk area, i would pressume that the displays would be top notch. However this is not the case. I have photos of the displays which i can submit. It is in a horrible state. Surely, game stores can invest in proper displays, which are level and with no glass sticking out, which is another danger for a customer who might not be vigilant.

Thirdly, it blows my mind that no one in the stores are checking these displays and goods on it. Naturally, customers will move assecories around, someone at the store should check that goods are propely placed on these displays to avoid any accidents. This is not the case.

Alot of staff were standing around in pairs talking and doing nothing. It blows my mind that the staff would stand in their uniforms and just talk to one another, clearly not working, being attentive to their roles.

Finally, the war between the sales people, brands should not occur in front of the customers. I get that they are selling a product and they passionatr about their product, but leave the customer out of it, in order for the customer to breathe and make a decision.

I had two sales reps for Tevo telling me how bad the Genesis product is. The one sales person even went so far to tell us that the Genesis product would rust from the water you suck up. She also said that they have alot of returns on genesis.

The genesis rep in polokwane stood their flabber gasted of what she is hearing coming out of another sales person's mouth.

In my opinion, all the sales people are working for game stores. Why slander one anothers products when a purchase are likely to be made in Game stores.

This reprensentation of the name of Game stores is concerning. A customer does not come into the store to hear about how bad a certain product is. This is extremely unprofessional. I worked in retail and from my experience, customer service and satisfaction plays a huge role in the business.

Customers do not want to hear how bad, poorly grafted products are. Why does game sell products then, when they know how poor a product is. It does not make sense.

Customers want a great shopping experience in which they will recommend a product to their friends. But with a rivalry and war between sales people this creates a negative image to the customer.

Please send me the customer injury report form of which i will complete and send in with photos of the displays attached. . Jacoline Eckard. Email: ***