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Masixole Y

1 reviews | Active since Mar 2022

13 May 2026, 10:22

Urgent Complaint Regarding Failed Delivery and Poor Service

Dear Game Customer Service, I am writing to formally lodge a complaint regarding my online order placed on Monday, 13 May 2026. Firstly, I find it highly unusual and unnecessary that my order was split into two deliveries, considering that it only consisted of three items. This created confusion from the outset and already indicated poor handling of what should have been a straightforward process. On the day of delivery, the driver contacted me via WhatsApp and informed me that he had experienced a breakdown and would therefore not be able to deliver my item. As he communicated proactively, I did not take issue with this and understood the situation. He further informed me that a new driver would be allocated the following day. However, the situation deteriorated further from there. The following day, I received no updates or communication. After waiting until after 12:00 with no notification of a new driver allocation, I had to personally follow up by calling Game. I was then informed that the driver had reported me as unavailable, and that as a result, delivery could not be completed on Monday. This is a blatant lie. I have screenshots of my WhatsApp conversation with the driver clearly showing that he could not deliver due to a breakdown—not because I was unavailable. This misinformation is unacceptable and reflects very poorly on your service. To make matters worse, I was told that the issue had been escalated, yet no one contacted me throughout the entire following day. Once again, today I had to call Game myself to get an update on the supposed escalation and to find out whether my item would be delivered. This situation is extremely frustrating, especially considering that:

This concerns only one item, and The store holding my item is less than 7 km away from my location.

It is incomprehensible how a delivery over such a short distance can take multiple days, involve incorrect reporting, and require repeated follow-ups from my side without any proactive communication from your team. I request the following:

Immediate clarification on the status of my delivery. Urgent delivery of my item without further delays. An explanation regarding the false claim that I was unavailable. Feedback on steps that will be taken to prevent such issues from recurring.

This experience has been highly disappointing and does not meet acceptable service standards. I look forward to your prompt response.

0
Replies (5)
Game
Game's reply13 May 2026, 14:11
Official
Hi Masixole, thank you for reaching out. I am so sorry to hear that you have not received your order as of yet. Kindly be advised that your query is with our senior team to follow up on your delivery. The agent will contact you as soon as they have an update for you. We apologize for the inconvenience caused.
MY
Masixole Y's update13 May 2026, 15:41
Reviewer Update
I am not understanding what’s going on here. I got a message that a Sihle would deliver my item. When I texted him to give him the code to the complex, he called and indicated that he will not be delivering — in fact, he never even collected it at the Game store because his delivery area is Alberton and he’s not doing Sandton today. Since then, no one has called me from Game to resolve this issue. I am the one who keeps calling, chasing for answers, and yet nothing is being done. This is extremely frustrating and unacceptable.
Game
Game's reply13 May 2026, 16:02
Official
Hi Masixole, thank you for informing us. I will advise the agent working on your query to follow up to find out when the order will be delivered. We will contact you as soon as we have an update. 
MY
Masixole Y's update14 May 2026, 14:56
Reviewer Update
I am writing to formally escalate my complaint regarding my undelivered order, which remains outstanding four days later with no resolution or meaningful feedback provided. This entire experience has been nothing short of frustrating, disappointing, and unacceptable.To outline the situation:
  • Initial Delivery Attempt: The first driver assigned to my delivery was dishonest. He falsely indicated that I was unavailable, despite directly messaging me on WhatsApp to say he would not be able to deliver due to a supposed vehicle breakdown. This directly contradicts the delivery status recorded. I still have proof of this interaction via screenshot.
  • Lack of Follow-Up: Following this failed attempt, I had to personally follow up the next day. No one from Game contacted me, provided an update, or demonstrated any urgency to resolve the issue.
  • Second Delivery Attempt: A second driver was later assigned, who then informed me he was in Alberton and would not be able to complete my delivery. This reflects a serious breakdown in your logistics and planning processes.
At this stage, it is evident that there is a complete lack of accountability, coordination, and customer care. The repeated failures and poor communication demonstrate no sense of urgency or regard for the customer experience.Furthermore, I would like to highlight that under the Consumer Protection Act (CPA), I am entitled to:
  • Timely delivery of goods as agreed at the point of sale
  • Reasonable service standards and communication
  • Protection against misleading or deceptive conduct, such as false delivery attempt claims
Your handling of this matter appears to fall significantly short of these obligations.I request urgent escalation and immediate resolution, including:
  1. Confirmation of the exact status of my order
  2. A guaranteed delivery timeframe
  3. Clarity on how this situation will be rectified to prevent further inconvenience
If this matter is not resolved promptly, I will have no option but to escalate it further in line with my rights as a consumer.I trust this will now be treated with the seriousness and urgency it warrants.
Game
Game's reply14 May 2026, 15:19
Official
Hi Masixole, thank you for reaching out. Kindly be advised that your order is a split delivery as your nearest Game store did not have stock available of the gloves and it was allocated to another store. I am so sorry to hear that you have not received the order as of yet. We will follow up on this matter and get back to you as soon as we have an update.