Shocking Game Online Service - 3 months and still waiting

On 3 August I wanted to surprise my wife by buying a new treadmill, to replace our very old faulty unit. I bought it online from Game paying by EFT using Instant Payment option to minimise delay. Although they did not meet their estimated delivery date, I received an email on 15th Aug indicating the treadmill had been delivered! I rep**** that it had not been delivered and was concerned it had been ******! The next day the couriers delivered the treadmill;l without notice although I had asked for notice. Unfortunately I was out on site so my wife signed for delivery. When I returned that evening I was very concerned about the condition of the packaging as it was damaged so I took photographs. Due to work commitments I could only assemble the treadmill on the weekend 21/22 Aug. As soon as I cut the straps to open the cardboard box I saw the damage extended beyond the packaging and had in fact damaged the plastic cover, exposing wiring. I did not even remove the unit from the bottom of the box, I photographed the damage and closed the box and stored it in my garage. I emailed Game and asked them to replace it. They emailed back on 22nd Aug that I should supply photographs, which I did the same day. From then it has been nothing but broken promises and unreturned phone calls/messages. I have 3 telephone, a cellphone, a landline via a high aerial and a VOIP Satellite phone, but their emails just say they got no answer although my wife doesn’t drive and stays home all day and acts as my secretary. We also have a generator AND inverter so they can’t blame load-shedding. I purchased the item nearly 3 months ago and Game have not had the courtesy of replying to any of my mails since I sent them the waybill 3 weeks ago and have sent numerous emails.

For more details see list of mails below!

Date From To Mail content abbreviated Delivery 03-Aug Customer Services Team <***> A2Z Order confirmed Expected 10 Aug 09-Aug A2Z Customer Services Team <***> I am anxiously awaiting my delivery that was estimated as 10 Aug but the tracking information does not even show it has been shipped? Mail rejected 11-Aug Order Notification <***> A2Z Order Shipped Expected 10 Aug 15-Aug Order Notification <***> A2Z Delivered Dear Alan Dore,the following products were successfully delivered to you 15-Aug A2Z Customer Services Team <***> Ordered Number : *** was never delivered. Who said it has been delivered? Where was it delivered? Has it been ******? 3 x Mail rejected 16-Aug A2Z Customer Services Team <***> 4 x Mail rejected 22-Aug Akhona Tyebileyo (Game) <***> A2Z Asking for 4-6 photos of damaged packaging 22-Aug A2Z Akhona Tyebileyo (Game) <***> 9 Phots sent 23-Aug Return Request <***> A2Z Reply from website promising refund in 3-5 days 09-Sep A2Z *** I am still awaiting the replacement of the product damaged by the couriers. How long must I wait? Should I put this on Hello Peter website? Mail rejected 20-Sep A2Z *** It has been a month now and I am not getting any feedback! The faulty unit is taking up space in my garage normally used for satellite material and my wife is upset she still does not have her treadmill. 20-Sep A2Z Aadam Elias (Game) <***> I purchased the treadmill from Game, Game chose the courier that damaged the unit. Please deliver a new replacement unit and sort it out with the courier in your own time! 21-Sep Eghon Abrahams (Game) <***> A2Z The matter is currently being dealt with by one of our senior agents to have it resolved Three numbers are provided, a cell phone, a fixede cellphone with a big aerial and a satellite phone. Wife doesn’t drive, stays at home all day! 21-Sep A2Z Eghon Abrahams (Game) <***> "Couriers MUST advise before coming out as we have big dogs that I have to lock away. Landline ***. I expect the replacement product to be delivered the same day to prevent return trips!" 21-Sep Eghon Abrahams (Game) <***> A2Z I have attempted to contact you however there was no answer, kindly confirm whether our couriers has collected the damaged item? 21-Sep A2Z Eghon Abrahams (Game) <***> The couriers have not picked the treadmill. Did you try all 3 numbers as below? 22-Sep Eghon Abrahams (Game) <***> A2Z We received feedback from our couriers to inform us that the collection failed due to incomplete address. Please forward us your full physical address to re-arrange and have the item collected today? This is the same address at where they delivered the item. Is listed on Google Maps! 22-Sep A2Z Eghon Abrahams (Game) <***> "What numbers are you phoning? My numbers except *** should work? Don’t try just one number, it may be busy, Have you a direct number I can call? The couriers cannot come out here without phoning first. The address is on google maps C65 Dewpoint Road Thornpark. It is strange they cannot find it, they found it last month to deliver the damaged unit?" Google map print was attached 26-Sep A2Z Eghon Abrahams (Game) <***> The couriers have not picked the treadmill. I will be available on *** voice only or *** today & tomorrow morning 29-Sep A2Z Eghon Abrahams (Game) <***> The couriers have not picked the treadmill. I will be available on *** voice only or *** today & tomorrow morning 30-Sep A2Z Eghon Abrahams (Game) <***> The couriers have picked up the damaged treadmill. Please can you now deliver the replacement treadmill. It has been over 5 weeks now since the replacement was requested. 03-Oct Eghon Abrahams (Game) <***> A2Z Kindly confirm whether the courier left a waybill or document for you to sign and forward to me? Once this unit is returned I will forward you the tracking details for the replacement. 03-Oct A2Z Eghon Abrahams (Game) <***> Waybill sent both as snip print on mail and jpg attachment 10-Oct A2Z Eghon Abrahams (Game) <***> I have supp**** you with the information you requested. Please fulfil your promise Once this unit is returned I will forward you the tracking details for the replacement. It is months now!!! Waybill copy sent again. 17-Oct A2Z Eghon Abrahams (Game) <***> "I have supp**** you with the information you requested. Please fulfil your promise Once this unit is returned I will forward you the tracking details for the replacement It is months now!!!

If you are not going to send a replacement please refund me and I will buy from Makro. Your service is terrible and I intend to write to Hellopeter showing a timetable of our correspondence (or lack of it from your side!)" 18-Oct A2Z Eghon Abrahams (Game) <***> Please advise. I am busy compiling a timetable of our correspondence and the terrible unnecessary delays experienced not send to Hellopeter tomorrow 21-Oct A2Z Eghon Abrahams (Game) <***> I have supp**** you with the information you requested. Please fulfil your promise Once this unit is returned I will forward you the tracking details for the replacement. I am busy compiling a timetable of our correspondence and the terrible unnecessary delays experienced send to Hellopeter Kuseni Dlamini and Jonathan Molapo’s tomorrow. It will also be posted on the Mass Mart website a s a review and I will mention your name as the Game representative that has not rep**** since 3rd October. I ordered the unit on 3rd August. How many months should it take to resolve? 24-Oct A2Z Eghon Abrahams (Game) <***> What does it take to get the courtesy of a reply??