Serious irregularities, misuse of customer information and incorrect release of customer my washing machine at Gate Eastgate

Subject: Formal Complaint – Serious Irregularities, Misuse of Customer Information and Incorrect Release of My Washing Machine at Game Eastgate

Dear Game Management,

I am writing to lodge a formal complaint regarding an extremely serious and unacceptable incident at Game Eastgate.

I purchased a washing machine for my daughter, who is getting married. The total purchase price was R7,500. I initially paid R5,000 in cash and subsequently paid the remaining R2,500 as part of a layby arrangement.

The employee who assisted me was Morgan. During the process, I was asked to provide my personal information, including my name, telephone number and ID number, so that an account could be created for my layby. I provided all the requested information in good faith.

I was extremely concerned to discover that the account was apparently created under another person’s name, Sandile, and not under my name. I was not aware of this at the time because I was relying on the employee to correctly capture my information.

I was also asked by Morgan for an additional R400 for delivery. I declined this because I was informed that Game offers free delivery. I explained that I was not in a hurry and was happy to wait for the normal delivery process.

Approximately two weeks later, I contacted Game Eastgate to ask for an update regarding my washing machine. I was shocked when I was told that the washing machine had already been delivered.

I immediately left work and went to the store to find out what had happened.

When I arrived, I requested to speak to a manager and was eventually assisted by the department manager. During the discussion, I became aware of several extremely concerning irregularities.

Most importantly, I was informed that the washing machine had apparently ended up with a person named Sandile. I was told that Sandile had purchased a fridge at Game The Glen and had come to Eastgate to collect it. However, somehow my washing machine and my original paperwork were connected to this person.

My original slip/document was apparently in the possession of this other customer. I want to make it absolutely clear that I never gave my original paperwork to Sandile or authorised anybody else to collect or receive my washing machine.

This raises extremely serious questions.

How did another customer obtain my original paperwork?

How was my purchase linked to an account belonging to another person?

Who authorised the release or delivery of my washing machine?

How did another customer’s information become connected to my purchase?

Who accessed or handled my personal information and documents?

Why was my washing machine released without contacting me and confirming that it was being delivered to me?

I understand that Game may have procedures that need to be followed when investigating an incident such as this. However, I should not be inconvenienced or financially disadvantaged because of an error or possible misconduct that occurred within the store.

I was particularly concerned by the attitude of another female employee who assisted during the matter. I will provide her name as soon as I have confirmed it. I am also specifically requesting that Morgan’s involvement be investigated thoroughly.

I am not making accusations without evidence; however, the circumstances are sufficiently concerning that I believe the employees involved, the transaction, the account creation, the handling of my personal information, the paperwork and the release/delivery of the washing machine must all be investigated.

I am also extremely concerned about the handling of my personal information. I provided my personal details directly to Game for the purpose of purchasing my washing machine. I did not consent to my information or purchase documentation being used in connection with another customer.

Fortunately, Game managed to contact Sandile. I understand that Sandile was also surprised by the situation and indicated that there were irregularities surrounding what had happened. I was informed that Sandile would come to the store but would not bring the washing machine back himself, and that Game would need to collect it.

I therefore request that Game immediately arrange for the washing machine to be collected from wherever it is currently located. I should not be expected to travel around trying to recover an item that was incorrectly released by your store.

I no longer want the washing machine. I want a full refund of the R7,500 that I paid.

I am therefore requesting the following:

1. Immediate retrieval of my washing machine by Game. 2. A full refund of the R7,500 paid by me. 3. A formal investigation into Morgan and any other employees involved. 4. An investigation into why my account was created under another person’s name. 5. An investigation into how my original paperwork ended up in another customer’s possession. 6. An investigation into who authorised the release/delivery of my washing machine. 7. An investigation into the handling and possible unauthorised disclosure of my personal information. 8. A written explanation of what happened and how this was allowed to occur. 9. Confirmation of the corrective and disciplinary action that will be taken where wrongdoing or negligence is established.

I am extremely disappointed and angry about the way I have been treated. I trusted Game with my money, my personal information and my purchase, and I now find myself having to leave work and spend my own time trying to resolve a problem that was created entirely within your business.

I expect this matter to be treated as a serious customer complaint and not simply as an ordinary delivery issue. There are too many irregularities surrounding this transaction for it to be dismissed as a simple administrative error.

Please provide me with a written response confirming that this complaint has been formally logged and advising me of the next steps and the timeframe for the investigation and refund.

I reserve my right to escalate this matter further should I not receive a satisfactory response.

Kind regards,