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AB
Aletta B

1 reviews | Active since Jul 2011

10 Dec 2025, 12:33

Request for refund for 3 heaters

I am writing to formally lodge a complaint regarding the refusal to refund three new heaters that I recently returned to your store. I brought the items back in their original condition together with the valid receipts, in full compliance with your returns policy.

Despite this, I was informed by your staff that the items would not be accepted and no refund would be issued. I subsequently left the heaters at the store as they were no longer of use to me and I had already initiated the return process.

I find this outcome unacceptable, especially given that the items were unused, accompanied by receipts, and returned within a reasonable timeframe. I kindly request that you review this matter and process a full refund for the three heaters without further delay.

Please contact me at your earliest convenience to confirm the refund or to advise on the next steps. Should this matter not be resolved promptly, I will have no choice but to escalate the complaint.

Thank you for your attention. I look forward to a swift resolution.

0
Replies (4)
Game
Game's reply10 Dec 2025, 15:46
Official
Hi Aletta, Thank you for bringing this matter to our attention. Rest assured; your query will be addressed with the management team and you will be reverted to. 

Best regards,

Game
Game's reply11 Dec 2025, 11:52
Official
HI Aletta, I've tried calling you without success. I've been in touch with the store and spoken to the manager. Regrettably, we're unable to accept them back as they had splashes on them and the 7 day return period or change of mind period has ended. You're welcome to take the matter further, however I cannot advise what the outcome will be. 

Best regards,

AB
Aletta B's update12 Dec 2025, 13:03
Reviewer Update
I returned the heaters in brand-new condition, yet I have been repeatedly accused by your agents of returning items that were not new. Additionally, I was falsely accused of attempting to bribe a manager to accept the return. These accusations are entirely untrue and constitute serious defamation of character. Recently, I was informed that I must collect the heaters, or they will be disposed off after three months, and that I will not receive a refund. This unresolved issue has caused significant stress and is negatively affecting my mental health. I request that Game: 1. Immediately investigate this matter thoroughly and fairly. 2. Provide a full refund for the returned heaters without further delay. 3. Issue a formal acknowledgment that the defamatory statements made about me are false. I expect a written response within 7 business days, confirming the steps Game will take to resolve this issue. If this matter is not resolved promptly, I will escalate my complaint to consumer protection authorities and consider further legal action to protect my rights and reputation. This situation has caused undue stress and frustration, and I urge Game to address this matter seriously and promptly.
Game
Game's reply12 Dec 2025, 14:00
Official
Hi Aletta, Thank you for reaching out. Please be advised that the heaters were bought in June and that all unused products (except for Products listed below that you are unable to return) and Ambient Products can be returned within 14 (fourteen) days of purchase and/or receiving the product if:

  • It is not what you had in mind.
  • The product is incomplete.
  • You received the incorrect product.
  • You received an expired product.

You can view the T's and C's on the following link: https://www.game.co.za/s/delivery-and-returns-policy 

Best regards,