Poor service received from Game Southgate Stire

My friend and I were going to a MOCWA (Mothers Of Children With Autism) walk. So she needed a pair of sneakers for the event.

She was at Eastgate Mall at the time, so she went to the Game store there to get the sneakers. Luckily she found one in her size (6) , she tried the one shoe on which fitted perfectly, she paid and left the store.

She then drove over to Meredale (South of Joburg) for the sake of the Autism walk.

The Saturday morning we got into the car and went to Soweto where the Autism walk was taking place.

My friend (Chantal) kept complaining that the shoe was hurting her, she said the one shoe fitted perfectly but the other was a bit loose, probably from it being stretched by other customers trying them on at the store.

The next thing the back of her foot was red from the irritation of the shoe. Mind you she's wearing ankle socks but it still caused serious pain and discomfort. We didn't end up going for the walk as she couldn't walk with a painful foot and she didn't have another sneaker as this was not anticipated.

Never did she think that the sneaker would be defective. But it was. It is. The one sneaker fits loosely while the other fits perfectly.

We made a decision to get the sneaker exchanged as soon as possible.

Which we did the very next day after church. We went to the Game store at Southgate Mall to do the exchange.

To our horror, the lady at customer services took the sneakers from us and said (we can't exchange this, you wore them). We said yes they were worn for a few hours and they are defective, they are hurting as the one is bigger than the other. She wouldn't listen, she called her floor manager Anna. Anna was over the top and refused to exchange the sneakers for us, she said they don't have stock we should return to Eastgate Mall where they may exchange it for you, but we won't exchange it. Which doesn't make sense as we were at the sister store at the moment. She also told us about the return policy of Truworths and other stores, which was incorrect by the way. We tried to explain that something is wrong with the shoe that's why we want to do the exchange as it's a factory fault , she told us she can't sell it because it was worn. We asked why would you want to resell it as there is something wrong with it, it shouldn't be sold but taken off the shelf. Nothing we said was listened to, she phoned the Admin manager and told her that we want return the shoe that we wore(in Vernacular),( rude I might add, as we were standing there and she was talking about us in another language). Which in its own is incorrect, we are not wanting to return it for fun, it's because the shoe is defective, it was bought on Friday, worn on Saturday for a few hours. We tried to exchange it on Sunday to no avail.

Now you tell me what were we supposed to do in this case. Stay with a defective shoe which will not be used because it clearly causes pain and discomfort. Part with a R160 that was on its own a sacrifice. I don't know about you, but my friend is a single mother of 2 with just one income. I think it's disgusting that your managers are trained to ill treat the public like this. In this day and age where every cent counts and people are either losing their jobs or their lives. It feels like we are being ****** and that's perthetic. I would understand if we just wanted to change the product because we wore it and changed our minds, as it says on you till slip terms and conditions. But the product is DEFECTIVE.

According to Consumer Protection Act: Consumers are entitled to receive goods or services that are of good quality, in good working order and free of any defects, and that comply with any applicable standards set under the Standards Act, No. 29 of 1993 or any other public regulation.

CONSUMER RIGHTS [5]

The right to safety

Be protected against products, manufacturing processes, and services that represent a threat to consumer health or life.

The right to be informed

Be able to obtain the information needed to make an informed choice and be protected against dishonest or misleading advertising and labelling.

The right to be heard

Be represented in decision-making spheres to ensure that consumer interests are considered.

The right to choose

Be able to choose from a range of products and services that meet consumer needs and are available at competitive prices, with the assurance of satisfactory quality.

The right to satisfaction of essential needs

Have access to essential goods and services: appropriate food, clothing, housing, health care, education, public utilities, water, and hygiene.

The right to redress

Receive fair settlement for substantiated complaints involving a compensation for misrepresentation, defective goods, or unsatisfactory services.

The right to consumer education

Have access to the knowledge and skills necessary to be informed and to confidently choose goods and services, while being aware of fundamental consumer rights and responsibilities.

The right to a healthy environment

Be able to live and work in an environment that does not threaten the well-being of current and future generations.

Kindly advise of the way forward as we are not prepared to keep a product that does not serve its purpose.

You must be wondering why I'm telling such a lengthy story. But it's because I want you to understand the facts around this sneaker. Sadly we are made to feel like *****, thus going into detail.