Bought a Fridge Online 30 December 2023 - Fridge Arrived Damaged- No Refund Yet!

I'd like to convey my absolute disbelief and disappointment at Game Online and also let everyone know what I had to endure due to them. On December 30, 2023, I purchased a Hisense fridge. The fridge arrived with a damaged freezer door. I logged a service request (***) to complain about this. The complaint went back and forth with a consultant, who was delayed on all fronts. I had to wait for Game's supplier to pass credit for the fridge, which, in my books, is exceptionally unfair. I had already sent proof of the damages, and they should have just collected the fridge and exchanged it for a new one. The process ensued for weeks thereafter, with all kinds of other delays with Game, including their head office, with still no new fridge being delivered. Eventually, and after many phone calls and emails to them, the damaged fridge was collected on January 23, 2023. I was told that their warehouse in Brackenfell had stock and that they were just waiting for the warehouse to dispatch the new fridge. Note that they confirmed that the warehouse had 14 in stock. The following week, after hearing nothing, I called. I got a call back, and the consultant told me on January 30, 2023, that Game had no stock. Imagine waiting an entire month, going through all that waiting, having anxiety due to a lack of a refrigerator, excessive emails and phone calls, and taking the time to provide proof of the damage, only to be told that there is no stock! If Game Online had processed this return faster, there would have been stock. To make it worse, I was told that a refund would take between 7 and 13 business days, which is tantamount to almost 3 weeks! The reason? Oh, they have to wait for the customer's bank to clear the payment. This is absolute nonsense, and my bank does not take that long to process a payment! Payments usually reflect within 24–48 hours! I have since had to purchase another fridge from a different company, thus incurring additional funds. The question is: why would Game Online take this long to process a refund?? I was told that a refund would be processed last week, and there is still no payment from them in my bank account. Another notable complaint would be the lack of customer support at their call centre when the consultant handling your query is not available. All the consultants can see that the customer is reaching out for assistance, but they do not respond as it's 'not their query'. Pfft, please, man! They all work for the same company and department, and the other consultants can help, but they don't. One such consultant, named Ruwaida, was extremely rude to me when I called, asking for my consultant. When my consultant was not there, Ruwaida did not offer to do a follow-up or assist me and just gave me a generic response along the lines of "Oh, your query is with the relevant department." I was then explaining something to her, and she cut off the call and put me back through to the switchboard! Ruwaida was plain rude and unprofessional. I want my refund from Game Online, as it is truly disgusting to make someone go through all of this and still wait this long for a refund. Game Online should be more customer-centric and stop prioritizing their in-house procedures over customer service. We have a Consumer Protection Act protecting us against unfairness!