Poor service Game Northern Cape Mall

My son lost his cellphone in an unfortunate incident. I tried to purchase a new cellphone for my son who is doing his internship in Kimberley. I went to the N1 city branch in Cape Town who was more than willing to assist me to process the sales order on my store card while my son was waiting on the other side to collect the phone. The sales lady at n1 branch called the northern cape branch but there was no answer. I then contacted my son to inform them that the n1 branch is calling them and to please answer their phone. My son was informed that the receptionist is not available to pick up the phone and that the call must be answered by the receptionist in order for it to be transferred to the cellphone counter. Never in my life have I come across such poor service. They ended up providing my son with the cellphone details who then called me to share the information with the sales lady at the n1 city branch. My son was using a borrowed cellphone and had to use his airtime to try and assist to get the sale through as quickly as possible. After more than an hour nothing was put in action at the northern cape mall branch to assist my son. This happened today, 30 October 2020 on the end of the month that typically have great potential for sales. Well, it turns out that Game has lost a sale due to poor service, my son is still without a cellphone and I will most probably take my business elsewhere. I am wondering how many sales they've lost today due to poor service and lack of efficient internal operations in Kimberley.