Does not honour refund policy

I sent in a Sinotec TV in for repairs on the 08-01-2018 to Game Gateway. On the 15-01-2018, I find out the TV has not even left the store for repairs. 29-01-2018, 21 Days have passed and Game will not give me a refund for the TV as per their return policy, as they say the TV arrived today which I was not even notified off until I called.

My grievance with Game Gateway is that this is not the first time that, I've had a problem with the customer service regarding repairs and I have made this abundantly clear to Devi from the Service Department.

I've spoken to another Game store and they said since 21 days have passed I am entitled to choose either a refund or take my TV.

I'm tired of Game and their constant poor customer service, i really don't want anything to do with them and I'd prefer my money back. Going to your store has been the worst shopping experience in my life and it seems no one wants to take responsibility.

This is the second time , I've been burnt by Game Gateway regarding the same issue, No communictaion whatsoever is done until the customer phones!!!!!!!!!!!! Pathetic