Request for Refund and Dissatisfaction with Service

I am writing to express my dissatisfaction with the recent purchase of a JBL soundbar and subwoofer from Game online on the 7th of March 2025. The unit was initially scheduled for delivery on the 10th of March, but the courier arrived on the 9th while we were at church. I contacted Game to confirm the delivery for Monday, and I was informed that the unit had not been scheduled for delivery. However, they assured me they would arrange the delivery for Tuesday, the 11th of March.

On the 11th of March, I received a call from Ursula at Game Westgate, who inquired if I had been contacted regarding the delivery. I informed her that I had not been contacted. When I called Game back, I was told the driver had only returned the unit to Game on the 11th, and the delivery was now rescheduled for the 12th of March. At this point, I felt uneasy and wanted to cancel the order. I contacted the online support team and requested they confirm with Game Westgate if I could collect the item directly, as I wanted to ensure it had not been tampered with. Ursula later confirmed that the unit had been exchanged, as the original box was wet from the courier’s handling.

Upon receiving the unit, I noticed that the base on the subwoofer was not adjusting as it should. I also had to repeatedly reset the subwoofer to sync with the speaker. After trying for 45 minutes to an hour, I decided to pack the unit back into its box and contacted Game online again on the morning of the 12th of March to request a collection due to the unit’s malfunction. I was informed that I could not change my mind regarding the return.

I then explained to the consultant, Tiara, that the unit was not functioning as it should, and I had made this clear from the beginning (***). She advised me to take the unit back to the store, which I did during my lunch break. At the store, the consultant tested the unit, but I expressed that it needed to be tested for a longer period. Unfortunately, I could not stay any longer as I had to return to work. The unit had been in my possession for less than 24 hours, and I had contacted online support first thing to initiate the return process.

When I spoke with the store manager, Simon, he informed me that the consultant had tested the unit and confirmed it was working, and that a refund was not possible. I reiterated that the unit was still malfunctioning, as I had experienced issues with the bass function and had to keep syncing the subwoofer. However, due to time constraints and terrible customer care, I had to leave the store with the unit. I even inquired about the possibility of purchasing a more reliable unit, but at this stage, I am requesting a full refund.

Given the ongoing issues and the poor service I have encountered at every step of this process, I no longer wish to purchase from Game and would like to request a full refund for the unit.