Disappointed in Game after sales service

I am deeply disappointed in Game. My parents bought a Defy fridge at Game 3 years ago. The fridge has a 5 year warranty. It is not working anymore and needs to be replaced, Defy confirmed it after instructed by Game to inspect. According to Game they cannot replace the fridge because they don’t have any stock, apparently also no stock available at Defy. Game wants to refund my parents for the same amount they paid for the fridge 3 years ago, and not the replacement value. Surely this is not acceptable? Am I missing something?