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Vuyolwetu T

1 reviews | Active since Jul 2014

27 Nov 2025, 21:35

Urgent Escalation – Faulty Products, Safety Hazard & Poor Service

Dear Game Customer Care Team,

I am writing to formally escalate two unresolved issues that have caused significant inconvenience, financial loss, and safety concerns. Despite previous attempts to resolve these matters, I have not received satisfactory action or accountability.

Complaint 1: Faulty Batch of Products & Bicycle Issue On multiple occasions, I purchased items from your store that turned out to be defective. Most of these items were returned, yet I have not received a formal apology or any safety report regarding the faulty batch. Currently, I am left with a faulty bicycle purchased from Game, which is unsafe and unusable. I demand: • A full refund for the defective bicycle, • A formal apology for the inconvenience caused, • A safety and quality report on the defective batch, and • Proper assembly of any replacement item by the store to ensure compliance with safety standards.

Complaint 2: Heater Explosion – Unresolved Safety Hazard On 17 May 2025, I purchased a heater from your Kenilworth branch. On 1 October 2025, the heater exploded, posing a severe health and safety risk to my family. I returned the item immediately and was promised resolution within 21 working days. To date, no meaningful feedback or corrective action has been provided. Item was refunded then end of the story This delay and lack of accountability violate the Consumer Protection Act (CPA), which guarantees: • Section 55: The right to safe, good quality products, • Section 56: Imp**** warranty of quality, • Section 61: Liability for harm caused by unsafe goods, • The right to fair and timely redress and to be treated with respect.

I am not only requesting a refund but demanding urgent accountability, a formal apology, and confirmation of corrective measures to prevent similar hazards.

My Expectations • Written confirmation of both refunds, • A formal apology for the inconvenience and safety risk, • A detailed safety report on the defective batch and heater incident, • Immediate assembly of any replacement items by qualified staff, • A clear timeline for resolution (within 7 working days). Failure to address these issues promptly will leave me with no choice but to escalate the matter to the National Consumer Commission (NCC) and share my experience publicly.

0
Replies (3)
VT
Vuyolwetu T's update09 Dec 2025, 18:42
Reviewer Update
I am writing to express my absolute frustration and disappointment with the way my complaint has been handled. The process has been unnecessarily prolonged, and your lack of accountability is unacceptable.

On 4 November 2025, I received a call from Nicole at your Kenilworth branch stating that a representative from the bicycle supplier would visit the store to assess the faulty item. I made it clear that this arrangement was highly inconvenient, as I had to clear my calendar and use my own petrol to deliver the bicycle—despite the fact that the fault was caused by Game selling defective products.

Despite numerous complaints, the only resolution offered has been a refund. This is not enough. What about the service agreement, the time wasted, and the resources I have spent dealing with issues caused by your store? Today is 09 December 2025, and I have still not received the promised formal communication or report regarding the bicycle assessment. This delay is unprofessional and violates the Consumer Protection Act (CPA).

Consumer Protection Act References:

  • Section 55: Right to safe, good-quality goods.
  • Section 56: Imp**** warranty of quality and right to return defective goods.
  • Section 61: Liability for harm caused by unsafe goods.
Game must take full responsibility immediately and honor its mission statement and values, including embracing equality and fairness as legislated by the CPA. My Non-Negotiable Demands:
  1. A formal written explanation for the delay and lack of communication.
  2. A detailed report on the bicycle assessment and the defective batch.
  3. A formal apology for the inconvenience and wasted resources.
  4. Compensation for costs incurred (including petrol and time lost).
  5. Assurance of corrective measures to prevent recurrence.
If these actions are not completed within 48 hours, I will escalate this matter to the National Consumer Commission (NCC) and publicly share my experience across consumer platforms. Your handling of this matter is unacceptable and must be corrected immediately.
VT
Vuyolwetu T's update19 Dec 2025, 08:50
Reviewer Update
Game & Supplier Breach Consumer Rights – Faulty Bicycle and Unresolved Incidents


I am formally calling out Game Kenilworth and the supplier for failing to take accountability for a defective Raleigh 20” Blaster bicycle (Serial: XBD241003) and related items purchased together.

The supplier’s own technical assessment confirms incorrect assembly at the point of sale. Direct findings include:
  • “Handlebar incorrectly assembled on bicycle, damaging paint… stem not gripping the handlebar firmly, resulting in it being loose.”
  • “Brake cables depict the bike was not correctly assembled.”
  • “Front and rear wheel buckled… rear derailleur damaged and will need to be changed.”
Most importantly, the supplier concludes:
“In conclusion the bike was assembled incorrectly, the handlebar not set correctly as well as the running of the brake's cables depict the bike was not correctly assembled.”
These defects clearly indicate negligent assembly and poor quality control, not consumer misuse. Despite this, I was offered a quote for repairs equal to half the purchase price, without any acknowledgment of liability or corrective action.
I am prepared to settle the quoted amount, but I demand:
  • A comprehensive incident report for all items returned with the bicycle.
  • Full clarity on warranty exclusions, given that the defects stem from assembly errors, not abuse.

Game’s failure to uphold its mission and values of satisfying customer needs is unacceptable. This conduct violates the Consumer Protection Act, which guarantees the right to goods that are of good quality, free from defects, and fit for purpose.

If this matter is not resolved within 7 business days, I will escalate to:
  • The National Consumer Commission
  • The Consumer Goods and Services Ombud
  • Public platforms for consumer rights enforcement

Game and its supplier must understand that accountability is not optional. Consumers deserve transparency, fairness, and respect—not excuses and deflection.

Reference: Complaint C214327
Game
Game's reply19 Dec 2025, 10:54
Official
Hi  Vuyolwetu, Kindly be advised that your query is being handled by complaints department and they are actively working on this matter. The agent will contact you as soon as they have an update for you.