Massmart confirms Game store network shrinks to 96 locations

R7,999.00 was successfully debited from my bank account. The Game order subsequently reflected as failed. No goods were supplied to me, a shopper said, describing an online purchase made on 26 August 2026. Massmart’s network of Game discount stores in South Africa has shrunk to 96 locations, down from roughly 150 branches nationwide in 2019, as the retailer faces mounting pressure from e-commerce competitors and a wave of customer service complaints regarding its digital platform, MyBroadband reported.

Massmart Retail Footprint Contracts Across South Africa

The physical footprint of Game stores has experienced a steady contraction over the last several years. An earlier analysis of the retail network showed that store numbers dropped from 150 branches in 2019 down to approximately 122 stores by July 2024. Exact nationwide branch counts for 2025 were not made publicly available.

In February 2026, Massmart confirmed it was considering the closure of roughly 20 additional Game locations following inquiries from MyBroadband. That plan came to light after a KwaZulu-Natal business owner received a job application from a staff member facing potential retrenchment. The employee reported that five provincial stores were slated for closure in Amanzimtoti, Ballito, Richards Bay, Pietermaritzburg, and Westville, alongside cuts in other provinces. Massmart subsequently confirmed those store reduction considerations were subject to consultations with affected employees.

By Tuesday, 13 October 2026, Massmart confirmed that Game operated 96 stores across the country, indicating that six additional locations had been closed quietly following the earlier round of discussions. Despite the steady downsizing, Massmart has repeatedly emphasized that the reductions do not signal the end of the Game brand in South Africa.

Digital Platform Failures Spark Consumer Complaints

As physical branches close, Game’s digital operations have drawn severe criticism from online shoppers. The retailer holds a 1.1 out of 5-star rating on consumer platform Hellopeter, with a significant majority of low ratings stemming from unfulfilled online orders and delayed refunds.

The shopper who placed the 26 August 2026 order noted that funds were debited immediately, yet the transaction registered as a failure. Game’s own order information indicated that where a payment had been debited for a failed order, the amount would be refunded within 2 days, the customer said. On 8 September 2026, customer service confirmed in writing that the dispute had been escalated to head office for refund processing. Despite that written assurance, no funds arrived over a month and sixteen days later, prompting the customer to issue a formal letter of demand to Massmart and escalate the matter through consumer complaint channels.

A similar 1-star review submitted on 9 October 2026 detailed an order cancelled by the retailer due to out-of-stock inventory, with a promised refund window of three to five working days starting 7 September 2026. That customer remained unpaid a month later. At least four additional complaints regarding cancelled online orders and missing refunds were filed on Hellopeter since the beginning of October 2026. Responding to these issues, Massmart told MyBroadband that the company takes customer concerns seriously and remains committed to resolving arising problems.

Walmart Brand Expansion Adds Competitive Pressure

Beyond digital hurdles, Game faces direct competition from alternative retail formats introduced by its parent company. Following the opening of a Walmart-branded store at the East Point Shopping Centre, property owner SA Corporate Real Estate reported strong initial performance figures.

Walmart commenced trading at East Point in March 2026 and achieved a trading density 28.7% higher than the Game store it replaced during its first four months of operation. SA Corporate Real Estate noted that the newly introduced Walmart location had already outperformed its predecessor, illustrating a broader shift in consumer shopping preferences toward Walmart-branded outlets.