Unprofessional Manager

I purchased a gazebo from Game Store Amanzimtoti (Galleria Mall) on 03/04/2026. The following day, 04/04/2026, we went to the beach and attempted to set it up, only to discover that the top clips were broken. This was extremely disappointing, especially as the product was advertised as part of a special promotion.

As paying customers, we expect products to be in proper condition. On 06/04/2026, we returned to the store to request assistance. Initially, we spoke to a staff member and explained the issue, as I needed the matter resolved urgently due to my travel to Johannesburg that same evening.

We were then assisted by the store manager, Ms. Kogila Chetty. Unfortunately, the service we received was highly unprofessional. She informed us, in a dismissive and disrespectful manner, that the gazebo would need to be assessed and could only be dealt with the following day. At no point did she apologise for the inconvenience caused.

When I explained that I was travelling, she suggested that I take the gazebo with me to Johannesburg, which I found unreasonable and lacking in customer care. Additionally, she made assumptions that the damage could have been caused by weather conditions, which was not the case.

As a manager representing the Game brand, I expected a higher level of professionalism, empathy, and problem-solving. Instead, the interaction was unpleasant, and the matter was left unresolved as she walked away without offering any solution.

This experience has left a very negative impression, and I am deeply dissatisfied with both the product quality and the customer service received. I urge Game Amanzimtoti to address these issues and ensure that staff, especially management, are properly trained in customer service and handling complaints.