GAME CRESTA & TOSCA POOR SERVICE POOR QUALITY

We purchased a Tosca Marble Travel suitcase recently. My son used it 3days later, when the one corner damaged & wheel broke off. He went to Game Cresta for a Refund/Return. BUT they refused to give either option!! And he needed it urgently as he was flying abroad few days later, but Game did not care about this at all !! They refused, instead they kept the suitcase to return it to supplier. My son had to purchase another suitcase urgently elsewhere. And up to date we still have not received a Refund or Replacement. And no feedback from Game Cresta at all!!!??? What kind of service is this, we out of pocket and no product!!!!????