Second Complaint – Unresolved Product Safety Issue & Poor Service [#1HOB1]

Dear Game Customer Care,

I am writing to formally raise a second complaint regarding the extremely poor service I’ve received from both your Customer Care Department and the Kenilworth branch.

On 17 May 2025, I purchased a heater from your store which exploded, posing a serious health and safety hazard. I reported the matter and returned the item to the store on 1 October 2025, yet to date, the issue remains unresolved. I was informed that it would take 21 working days for a resolution, but no meaningful feedback or action has been taken. This delay and lack of accountability are deeply disappointing and in direct violation of the Consumer Protection Act (CPA) in South Africa, which guarantees: • The right to safe, quality goods, • The right to fair and timely redress, and • The right to be heard and treated with respect.

Instead, I’ve been met with silence, indifference, and what feels like a complete disregard for customer well-being. I have a large family, and I shudder to think what could have happened had one of my children been injured due to this faulty product.

It is clear that Game prioritizes business over customer safety and satisfaction, which is unacceptable. I am not just seeking a refund — I am demanding accountability, urgency, and a formal apology for the distress and risk caused.

Please treat this matter with the seriousness it deserves and resolve it without further delay.

Sincerely,