Terrible customer service

I'm at my wits end with the service from Game. I bought a Bennett Read kettle last year March and it has been been for repairs 3 times and going on the 4th. I was told that after the 3rd repair I should receive a refund or exchange but instead I'm being told I have to take it back to the same Game store I bought it at and can't get a refund at another branch. I have wasted so much time and money traveling returning this kettle and I have had to purchase another kettle because this one goes for repairs for weeks on end with no communication from the store. I now have to travel again to return the kettle again as when it returns from repairs it works for a 2 days only. I have also sent emails to their customer with no reply or help