Poor Service

I am writing to formally raise a complaint regarding the poor service I received at your East London store, relating to a kettle I purchased on 25/05/2025.

This morning (09/09/2025), the kettle stopped working. I returned it to the store the same afternoon. A staff member (whose name I unfortunately did not get) informed me that the kettle would be taken by a truck the following day. However, she could not explain where it would be taken, what would happen next, or how long the process would take.

I asked what I am supposed to do in the meantime, as I use the kettle daily. She could not provide an answer and called her manager, Aviwe Mseleku. I then spoke to Aviwe, but the reception was poor and I found her communication unprofessional. She stated that according to Game's policy, they can only take the kettle back, and that I should ask the front desk for a copy of the policy.

When I purchased the kettle, I was never informed of any store policy relating to returns, replacements, or repairs. I received only the kettle (boxed with manual) and a till slip. If I had known that returns or faulty products would be handled this way, I would have considered buying from another retailer.

I would like urgent clarity on the following:

1. What am I expected to do in the interim, since the product stopped working within a few months and I rely on it daily? 2. Why was the store policy not communicated at the point of sale? 3. What is the expected timeframe for repair or replacement?

I find the lack of assistance and poor service