Game Customer Care - Terrible Service

I would like to share my horrible Game experience. I purchased a Fridge via Game Online with absolutely no hassles. With payment confirmed the item was delivered to me within the week. Upon inspection of the item I saw that there was a dent in the fridge and immediately contacted their customer care to report it. I was assisted by the agent Rashida and she apologized sincerely and promised to help me resolve the matter. She asked me to send her 6 pictures of the item and I am to await feedback on the way forward. She responded two days later asking me to take 4 photos of the packaging by which I got very upset. Why was I not informed that I would be required to take more photos the first time? I relayed my disapproval via email and then nothing. Three days after this I had to phone their customer care again out of my own accord to find out what is the way forward by which Rashida asked me when I sent the photos because she did not receive it. While on the phone she found the email in her mailbox after I explained more than once that I had simply rep**** to the email she had sent. This indicated three days went by without the incident being attended to. I asked her politely to please keep me in the loop even if she had nothing to report because as a customer I want to know my matter takes priority and is being attended to. Another two days passed and i had to phone her again today out of my own accord to find out what is the way forward. Ten days have passed since the item was delivered to my house and still I am struggling to get a resolve. I asked her to please make sure that I have a resolution by the end of today as I am now beyond furious with the lack of service delivery. She responded in sending me an email that I now have to send her another picture of the serial number as the manufacturer cannot verify it from the previous photos I have sent. This is the worst experience I have had in my life! Ten freakin days and to date there is no resolution, no proper feedback? How does Game expect customers to trust their promise on services if this is the hassles that one experiences? I am still reeling with rage at the lack of problem solving, empathy towards customers frustrations and timelines that the they are simply not considering. I have requested the item to be collected and my money to be refunded and I am still waiting. I simply cannot believe that this is part of Game's Customer Satisfaction. Simply a horrible experience!