REFUND NIGHTMARE: with disgusting after sale service

I am writing to formally lodge a complaint regarding an order I placed with Game. On February 28, 2024, at approximately 7:00 AM, I made a purchase online for a compressor and selected the option for in-store collection at the Game Rosebank Store as it indicated online that 1 compressor was available at the store. I received an email confirmation from Game Online on March 1, 2024, indicating that my order was ready for collection.

I contacted Thato from the Rosebank store, who informed me that the compressor was en route from Games Greenacres PE via FASTWAY couriers which was not to my knowledge as it indicated that the product was at Rosebank.

On March 6, 2024, at 10:13 AM, I received a call from Lenard to confirm the delivery address. I provided him with my new address as I was at my daughter's place in Midrand at the time. Despite this, the product was not delivered.

On March 7, 2024, at 11:30 AM, I contacted Lenard again to reiterate the new address. Despite my efforts, the product did not arrive, and subsequent communications with Veronica and Thato from the Rosebank store yielded no resolution.

On March 8, 2024, due to the lack of progress, I contacted Thato again to request the cancellation of the order. Thato promptly sent a cancellation request to Lerato via email

.On March 23, 2024, I spoke to Zwane from Game PE, who confirmed that the compressor was indeed returned to the store.

On March 25, 2024, I received an email from Petty Ndlovou stating that the product was sent back to PE due to my phone being on voicemail. I dispute this claim as I received only one call from FASTWAY couriers around 10:00 AM, and my phone was not on voicemail throughout the day. Additionally, I received no further attempts at contact via phone or email from FASTWAY couriers.

Subsequently, on March 27, 2024, I received notification via email that the product was out for delivery to my home address. on March 28 2024 I then received another email confirming delivery to my address but in actual fact the compressor was delivered back to the store in Greenacres. I would like to know who signed and accepted the product as it was never sent to my address??.

Despite these developments, I have yet to receive the product, nor have I been refunded for the purchase. I have made numerous attempts to resolve this matter by contacting various individuals at Game customer services team, yet no progress has been made. Each time I call, I am assured that the refund has been processed and will take 5-7 days, but it has now been three weeks without resolution. I have also requested to speak to the manager however he never returned my call as he was too busy as per Christoleen on the 3rd of April.

I am deeply dissatisfied with the service I have received from Game Online. I demand a refund for the product I never received, as I have provided ample evidence of my communications and efforts to rectify the situation. I am also concerned about the additional expenses I have incurred in attempting to resolve this matter, such as airtime costs for repeated phone calls plus the interest and additional fees charged on the RCS card that was used to purchase the compressor.

I expect prompt action to rectify this situation, and I will be escalating this matter to the ombudsman.

No one wants to take accountability when it comes to processing the refund that is rightfully due to me and it feels like Game online is doing me a favor which is utterly disgusting and unacceptable.

The issue started when they chose on their own to deliver the product to me when I chose from the start to have the product collected directly from ROSEBANK.