Bad service

I am appalled at the bad service I am receiving from game, I logged a refund for a faulty cadac 3 panel gas heater that I had ordered online.. it's a hussle to get it to switch on and it also switches itself off. I received the order on the 30/04/2025 and logged a return on the 03/05/2025 however till this day no has been sent to fetch the faulty gas heater. I call the call centre and spoke to a lady by the name of Kiara who refused to give me her last name and had the audacity to tell me that I would not be refunded when i requested to speak to a manager she insisted that the manager would tell me same thing and when i requested her name and surname only then did escalate the call to someone who claimed to be her "senior" another lady by the name of Monique who also refused to give me her last name. Monique another terrible representitive if you ask me who claimed to have escalated my complain and that someone would call me between 24 - 48 hours from the department that deals with these issues and this was on the 08/04/2025 and when i requested a reference for the call she said it was OM59 please listen to this call and tell me if this is good customer service, I also recorded the call on my side for when i escalate this to the CGSO. No one bothered to call me and no one has been sent to fetch the damn heater I logged another complain through your social media (whatsapp) last week as well and never received a call until i complained again today. This by far the worst experience as i client, i was considering to exchange it for another but all this.. Im good, i just want my refund. I am busy gathering all the evidence i need to escalate this to the Ombud. I hope you prioritize this complain.