Poor Customer Service at Game Pavilion Westville

Be very carefully when shopping online from Game, and opt to pick up at Game Pavilion. Make sure you have all the parts before you sign for it.

I purchased a Trojan Power Gym 1.0 online on 22 February 2025 and opted to pick it up from the Pavilion Store in Westville, Durban. I planned to assemble the gym the same day due to concerns raised in customer reviews about assembly difficulties.

My husband and son was despatched only 1 box in a trolley, which they signed for. Upon attempting to assemble the gym at home, we discovered several missing parts.

When I tried to contact the store on 22 February 2025, I was unable to get through as the store’s switchboard closed at 6pm, even though the store itself was open until 8pm. This left me with no way to reach the staff.

On 23 February 2025 I called the store at 9:10 AM, and my call was transferred to the floor manager, Shane. He explained that the full unit comes packed from the suppliers from overseas and that the stock had only arrived a week ago. He promised to speak with the online department and make arrangements to send the missing items.

At 9.45am, Shane called me back and informed me that a Trojan representative would visit on Monday, 24 February 2025 to investigate and resolve the issue.

However, at 10am, Shane called again to let me know that the Trojan representative stated that there should have been three boxes instead of one. He agreed to verify this with the dispatching agent, check the warehouse, and review the security footage showed as per my suggestion.

At 12.10pm , the sales manager, Shanitha Govender, contacted me. She claimed that the security footage showed that three boxes were loaded onto the trolley and dispatched to my family. She insinuated that my family was lying about receiving only one box.

She suggested that the boxes could have been "left in the trolley" or taken from an unattended trolley. This accusation is not only insulting but also a defamation of my family’s character and integrity. A copy of the security footage allegedly showing three boxes. Given the size and weight of the missing boxes, this claim needs to be verified.(missing boxes 50kg +) The box that was received is 2m x 42cm which literally covered the trolley.

Furthermore, she questioned the honesty of my husband and 21-year-old son, who were present at the store, by claiming they must have loaded three boxes, even though they maintain that only one box was loaded. This seems to be the reason she insisted on reviewing the mall’s security footage on the morning of 24 February 2025 before getting back to me—a step I welcomed.

No Trojan representative ever visited, and to date, I have not received any further communication from Game Pavilion.

As Game stores record phone calls, I am formally requesting a copy of the call recording where these false accusations were made. Under South Africa’s Protection of Personal Information Act (POPIA), I have the right to access personal data held about me, including recorded conversations involving me.

Additionally, I request to view the security footage that supposedly shows the three boxes being dispatched to my family.