Unhappy customer

I’ve had an absolutely terrible and frustrating experience with Game. We ordered and paid online for a Trojan Walking Pad Treadmill on 3 July 2025, selecting the “Next Day Pickup” option at Game The Glen. On the afternoon of 4 July, I contacted Game Customer Care to check if the item was ready for collection and was told to wait for a QR code. A few hours later, I called Game The Glen directly - the manager said they had no record of the order and that when they searched the order number in their system, it showed as a Hisense deep freezer instead. They also informed me that they had no stock of the Trojan Walking Pad Treadmill.

I called Customer Care again and was told it might be a “system error” that needed to be escalated. I asked the agent to check which store had stock so I could buy it in-store instead, cancel the online order, and get a refund. The agent confirmed that Game at Carnival Mall had stock, so we drove there, purchased the unit again, and paid a second time.

When we got home and opened the box, it was obvious the item had already been used and returned - the walking pad was no longer properly packaged, and it was missing the manual and remote, making it unusable. Now we’ve spent R8,000, and we have to travel back 40 km to Carnival Mall to return the defective unit.

Overall, I’m extremely disappointed with this entire experience.