POOR SERVICE AND BAD ATTITUDE

On the 24th of January 2025 , I bought a Ryobi 1200W Lawnmower at Game Store in Welkom Unfortunately, your product was not performing well as all the wheels of the lawnmower kept on coming off upon being used and also was not cutting the lawn to our satisfaction. The machine was assembled at Game store before we left with it. I then proceeded to Game with my mother to return the machine on Monday the 27th of January . We then went to customer service were a lady by the name of Marcia Ntlatseng was called in, she then greeted us and we greeted back and she asked how can we be assisted we then told her that we would like to return the lawnmower as we were not happy with it. We mentioned 2 things to her :

1. that the wheels keep on coming off when the lawnmower is used 2. that we are not satisfied with the way the lawnmower is cutting the grass.

We then then requested that we buy another machine since well we are not happy with the one that we have purchased . We were willing to top up the amount we purchased the lawnmower with to get another one. She then called the guy who assembled the lawnmower and we were surprised as to why he is being called because we have stated our matter to her.

Marcia then told us that we will not be credited for the machine as we have already used the machine. My question to her was how were we going to know that the machine works if we did not use it. Her attitude towards customers is very poor , we felt undervalued, as to how she spoke to us. She did inform us that they need to take in the machine for repairs and it will take 21 days ,

I had to do my own research as how does your refund or return policy work (7 day policy). If she was competent with her work she should have politely told us about the policy. She had a problem that we purchased the machine on Friday and returning it on Monday , Please teach your staff about your Game store policies so that they are able to communicate to customers in a proper manner.

Kindly assist in this regard as we would like to get a resolution.

Regards Lesego Tsie