Bad Experience at Game, Again!

Ordered a phone from the Game website on the 27th of Feb 2020, was told that it would take 3-5 working days to arrive. Got an email the very next day saying that my order has left the warehouse and is making its way to me. It's been well over 10 days, my order did not arrive and it seems like I'm nowhere closer to getting the refund I requested. I called Game on the 10th of March to find out what the problem was, they said they'd look into it and call me back in a few minutes, they never did. I sent them a mail on the 11th of March asking for a refund and no one bothered to get back to me. I called again on the 12th asking for a refund and the lady I spoke to said she'd send me an email in a few minutes and I should just respond to that email with my banking details so they can process the refund, she still hasn't sent that email, a whole 24 hours later. The level of service Game Online Support has given me has been really awful!! Please, Please, Please, someone help me!