Poor Service at Game Tyger Valley Mall

We visited the Game store at Tyger Valley on Saturday, 14th April 2018 to purchase a DEFY Dishwasher. We received assistance with regards to opening a "Game Finance Card". The first experience was good and we left the store feeling happy. The following day, we received a sms confirming that the Finance card was approved and we could collect the card at our nearest "Game" store and take our ID Book with. We then returned to the Tyger Valley Game, on Sunday, 15th April 2018 at around 17:00. We requested assistance in order to collect our card, they sales assistant informed us that the "Credit" Lady had a family emergency and had to leave work. We do understand that sometimes these things happen, but we had driven all the way to the store and we requested that they have someone else assist us. They managed to get a staff member from Dion Wired to assist us, but they insisted that they couldn't assist as they couldn't find out application forms in order for us to sign for the card. The Gentlemen searched all the files and none of our documents were found. Keeping in mind, we are waiting close to an hour and there is no way of re-printing the forms and we are starting to get worried as it appears that all of our extremely personal documents (ID, Payslips,Bank statements and Proof of Address) is missing and no where to be found and no-one is able to assist. I understand that the Gentlemen was only assisting, but surely a Manager from Game would be able to solve this problem. No-one offered to phone us once the documents were found or follow up with us a to what was going on. We left the store feeling like we had wasted our time, yet we have already submitted our application and the store has all of our personal documents SOMEWHERE in their store, so we feel "trapped". We even said that we had all our documents with us if they wanted to re-print the forms for us to sign, but apparently it is not possible, they said that they needed the forms that the lady did the day before. I am so confused as the sms did not say that we had to return to the same store, it merely said "Your nearest store", how would we have signed the original forms at another store? We work a great distance from the Game store and we wanted to completed all the paperwork and were happy to arrange delivery during the week, but we would not be able to come in during the week to collect the card and sign paperwork. Now we sit another week without the item that we wanted to purchase and who knows if the item will still be the same price when we eventually get all this sorted! We requested a "Brand Match" as the item was cheaper at House & Home, the Sales Assistant confirmed this and agreed to the sale price but no-one has confirmed this will remain the price if we get the item a week later. I really feel that Management should have assisted us, agreed emergencies happen and we totally understood, but Management should have been able to assist us or atleast say that they will phone us first thing Monday to update us and sort the issue out.