Unacceptable Delays and Zero Feedback on Return (***)

I am extremely disappointed with the service I’ve received from Game regarding a simple return.

I purchased an OZARK TRAIL 2 x 2 Gazebo (Red) on 04 November, it was delivered on 06 November. We realised it was too big for our car, so I immediately logged a return on 08 November. The item is still sealed and unused. I received an SMS stating that someone would contact me to arrange collection under reference ***.

Today is 13 November, and NOBODY has contacted me to arrange this collection.

I reached out to the Game WhatsApp line to follow up. The consultant first said the return collection would be expedited. I then asked if I could instead return the item to Game Kenilworth and was told yes, that it would be the easiest and I would receive an immediate refund.

I visited the Kenilworth store on 13 November, only to be told they cannot assist because I already logged a collection request — yet WHERE is the collection almost a week later??

I was told I would be updated this morning, but again no feedback. I followed up with the WhatsApp line again, and now I’m being told I must wait ANOTHER 24–48 hours for the complaints department.

This process is absolutely ridiculous. I returned a Temu order and was refunded instantly. Yet with Game, I’ve had to chase, follow up repeatedly, and still have no resolution.

All I want is for my return to be collected or for the store to accept the item and process my refund. This level of service is unacceptable.