Poor service!!

In March I went to Game to take back a tent that I purchased in September 2019 because it was giving me problems and it was still under warranty. The tent was only used once however after you set it up, with the slightest wind that blows it collapses. I explained this to the lady at customer care as well as the store manager, they said they will send it to Campmaster for repairs and if I do not receive any feedback within 21 days I must come back and they will refund me.

On the 26th of March they phoned me to inform me that due to the lockdown there will be a delay, which I understood.

Today on the 23rd of June I phoned them to do a follow-up, the lady told me that the tent is back in the store now.

So in my lunch time I went there to go and fetch my tent, the lady at customer care was very rude, she didn't greet me and after I explained to her why I was there she didn't say anything to me acknowledge that she understood why I was there or even say anything to me at all, she rather took the paper from me and continued with her conversation that she was having with a colleague. She was then busy on the computer and went to the back she returned with my tent ********** a paper that was on it, put it in front of me and instructed me to sign. When I asked her what did they fix on the tent she rudely rep**** that there was nothing wrong with the tent.

I explained to her why I brought the tent back and what bothered me. The lady then got irritated with me and called a guy from the gardening department, I stood there and waited a long time , Once the guy came there they were talking in a different language and I asked her to speak in a language we all can understand so that I can ensure that she understands my problem with the tent and that she is explaining the correct thing to the man, she told me that she asked him to put up the tent, I said to her I am on lunch and I don't have time, I explained my frustration to her and furthermore explained to her that the tent was back on the 20th of May and had I not phoned them to follow-up, I would not even have known that the tent was back. After I spoke to her and explained how I feel she made it clear that she doesn't care. When I took the tent I saw that the zip is ripped so the tent is now not only non functional but the bag is damaged too.

I am very unhappy and disappointed with the poor service and bad attitude that I have received at Game- The Krugersdorp Key West store.

I also feel that it's only fair that if I purchase an item from you guys that I should get value for my money, a product that works and the product should be able to perform the purpose for which it was created. It doesn't make sense for me to purchase a tent that is brand new and yet when it is set up it collapses that totally defeats the purpose of it being a tent.

The service that I received from the lady at customer care is a pathetic reflection of Game and has reputational hazards for the brand. I strongly believe that people with an attitude and approach like hers shouldn't be working in a department like that.

I trust that this matter will be given your urgent attention and eagerly await your response.

Regards Bianca