19 days and counting - for an exchange ( Poor customer service and communication)

I am writing to formally escalate an ongoing issue regarding a damaged fridge delivered by Game on 4 December (Order number: ***).

Upon delivery, I immediately noticed two dents on the fridge and reported this to Customer Care at 18:15 on the same day. I received a response requesting additional information and photographs, which I provided promptly.

Since then, this matter has been handled extremely poorly. As of today, 23 December, I still do not have a replacement fridge. From my side, I have sent multiple follow-up emails and made six phone calls, yet I have received no clear resolution or feedback.

I have been dealing primarily with Lekholo, who has repeatedly promised to call me back but has failed to do so each time. For example:

On Friday, 19 December, I was promised a callback and had to follow up three times myself.

Today, I was again promised a callback, which has not happened.

This lack of communication and accountability is unacceptable.

I have made it very clear from the outset that I require a direct swap, as I need a working fridge. Despite this, I am continually being told that the damaged fridge must first be collected before a replacement is delivered. Given the poor service, lack of follow-up, and ongoing delays since 4 December, I do not trust that this process will be handled efficiently if my fridge is removed first.

At this point, I require urgent confirmation in writing of:

When the direct swap will take place, and

Assurance that the replacement will be delivered before the damaged unit is collected.

I believe I have been inconvenienced more than reasonably acceptable, and I am not prepared to accept delays justified by internal policy after the level of service received. If this matter is not resolved immediately, I will have no choice but to escalate it to the Consumer Ombudsman.

I expect urgent feedback and a concrete resolution.