1 reviews | Active since Jan 2016
Shocking Customer Service from Game, Beacon Bay East London
Extremely poor service received at Game Beacon Bay, East London. The experience was nothing short of appalling, primarily due to the treatment from the floor manager, Akhona.
I visited the store to return a Travelwize hard shell suitcase that I had purchased on 6 September. The suitcase, used only once, had a manufacturing defect that resulted in damage. Instead of assisting me, Akhona accused me of causing the damage myself and stated that the warranty would not cover the item and refused to help any further. This accusation was unfounded and insulting.
To make matters worse, I was left waiting at the counter for over 30 minutes while they attempted to call the luggage section representative, Chuma, who failed to respond to continuous calls over the PA system. During this time, Akhona refused to assist me, insisting that I wait for Chuma.
Eventually, I was assisted by the branch manager, who was friendly and professional. However, even she could not resolve the issue. When I asked what I should do with a brand-new suitcase that was damaged due to poor quality, I was shockingly advised to glue the suitcase to repair it and to consider purchasing a soft-shell case next time. This advice is contradictory to the information on the Game website, which states that the suitcase features “Moulded ABS Construction: Crafted from high-quality ABS material, providing sturdy protection against impacts and wear during travel,” and is “Backed by a 2-year limited warranty, offering assurance and support for any manufacturing defects or issues encountered during normal use.” Additionally, the Travelwize website states that “the hard shell is a much better choice in terms of durability,” further contradicting the advice from the store manager.
This experience has left me extremely disappointed with Game Stores. I expected better service and support, especially given the claims made about the product’s quality and warranty. I hope this review will prompt Game Stores to address these issues and improve their customer service standards.
There was a lot of back and forth, with the store still being unwilling to assist in acknowledging responsibility for the defective product. Roefkah escalated this to the regional manager and I was also provided with feedback that the store decision was final.
I was not prepared to accept this feedback and sent further feedback to Roefkah.
Roefkah fought for my case and ultimately arranged that I would be able to exchange the product. I returned the defective product to the assistant at the store, who was expecting my arrival and swopped the product out for a replacement unit. The staff member at the store, whose name I unfortunately do not have, was also exceptionally professional, friendly and helpful.
Although there was zero communication received from the store manager or the floor manager who has yet to send an apology for their behavior, the service I have received from Roefkah and the staff member at the store, has resulted in my willingness to return to the store as a customer.
There was a lot of back and forth, with the store still being unwilling to assist in acknowledging responsibility for the defective product. Roefkah escalated this to the regional manager and I was also provided with feedback that the store decision was final.
I was not prepared to accept this feedback and sent further feedback to Roefkah.
Roefkah fought for my case and ultimately arranged that I would be able to exchange the product. I returned the defective product to the assistant at the store, who was expecting my arrival and swopped the product out for a replacement unit. The staff member at the store, whose name I unfortunately do not have, was also exceptionally professional, friendly and helpful.
Although there was zero communication received from the store manager or the floor manager who has yet to send an apology for their behavior, the service I have received from Roefkah and the staff member at the store, has resulted in my willingness to return to the store as a customer.