Poor Customer Service!

On the 22nd of December 2022, I purchased a Hoverboard from your Gateway store. Two days ago my son put it on charge and it kept giving an error for low battery. I contacted the store yesterday, which was the 17th of January 2023 to notify the store manager, he requested that I come into the store and made an appointment for today, which is the 18th of January 2023.

I got to the store and he was very helpful, regardless of the situation or the person he had spoken too. I was advised that “they” the person he had spoken to won’t exchange the Hoverboard!!! Why? Because it had scratches, that I find very difficult to understand. Personally, because this item is used outside and not in the house. The reason for my return had nothing to do with scratches but it’s relating to the battery. Not for a second did the receipt nor the sales gentleman said to me that should it have scratches, it wouldn’t be exchanged in case of and challenges or difficulties. Now my question is with less than 30days the battery has given up, secondly that I would be standing by your counter again.

Questions:

• What is your policy? Where it states that once you have purchased a Hoverboard you can’t drive it outside?

• Why does the 6 months warranty policy fall off?

• Are you guys saying to me that if you don’t have a garage to accommodate playing, customers can’t purchase Hoverboards? Where does location customers or rural residents fall into?

Second concern, while I’m in the store two of your ladies spoke badly about me in front off my child not being aware that he actually understands Zulu… “ so the deformation of character while being a customer is what we teach our employees?” I immediately addressed it even with them and the store manager, who says to a customer: is she mad, does she want us to exchange this Hoverboard? I would like you guys to look at your footage and revert back to me. When I questioned the lady she said straight in my face, my child is crazy! So, there is a serious problem within the business. I contacted my contacts and tried to reach out to the HR manager (Michelle) however her phone was off unfortunately.

This matter could have been resolved in store, your manager tried to contact everyone, he got to a point where they just cutting his calls. I spoke to their receptionist and gave her my details since no one is able to answer the store manager besides that ALL the customers service agents are working from home. So clearly than the business is not operating.

Today is the 30th of Jan 2023 still there has not been any feedback! Email head office on the 18th of January 2023. Today I decided to log a complain with the consumer council.

Ridiculous service! Not once will I set my foot in a Toy Kingdom.