Order cancelled, refund still outstanding after 3 weeks — unacceptable.

I placed an online order with Game for Bobtail dog food to the value of R597. The following evening I received an SMS advising of a delay, followed by two emails — one confirming the delay and a second cancelling the order outright. The cancellation was initiated by Game, not by me.

I subsequently received an email stating that I had been refunded, however no refund reflected in my account. I phoned Game and was told that finance would contact me — they never did. I phoned again and was informed that because I bank with Capitec, I needed to provide proof of banking details. I comp**** and submitted the required documentation on 15 May 2026.

As of today I have received no feedback to my email, no refund, and no communication whatsoever from Game's finance department. When I queried the timeline I was told the refund would take 10 to 14 working days — meaning Game will have held my R597 for approximately 5 weeks following a cancellation that was entirely of their own making.

To make matters worse, the order does not even appear on my Game profile, making it impossible to track or follow up through normal channels.

This is not an isolated administrative delay — this is poor service, a lack of accountability, and in my view an ********* business practice. A retailer cannot cancel an order and then hold a customer's money indefinitely while offering no proactive communication or resolution.

I am requesting that Game refund my R597 immediately and provide written confirmation of the transaction. Should this not be resolved promptly I will be lodging a formal complaint with the National Consumer Commission in terms of the Consumer Protection Act 68 of 2008.

Account/order details available on request.