Game Eastrand Mall Complaint

My name is Thuso Mokena. I bought a Bennet wet and dry vacuum from Game Eastpointe situated in Eastrand Mall in Boksburg on the 6th June 2018. I took the machine back to the store for repairs on the 5th February 2019 as it could not start. The store purchase slip states that a customer can come claim their refund or replacement should repair take more than 21 days and so does the book in slip. I got notification from the store on the 5th to confirm my equipment booking. I heard nothing from the store since the 5th February 2019 until my revisit on the 3rd March 2019. I got there, I spoke to customer service agent whom I requested my refund from as 21 days has passed. She checked her system and informed me they got my machine back. I further insisted on my refund because I was not informed within 21 days to come fetch it and according to their policy I qualify for a refund. She further explained that it's general knowledge that 21 days it's working days. I mentioned their policy does not stipulate/specify that and it's not my fault as a customer that its not clear to me. She called her manager Thabo who told me the same about 21 days being working days. I left the store without taking my machine, I raised a formal complaint on the 4th March 2019 with the customer care consultant Muhammed who did not offer me a reference number and promised feedback same day but days passed until today the 11th March when I called again for feedback. I spoke to Clarice the customer care consultant who gave me a reference number 83796 and promised me feedback before end of today. I'm not happy with the service I received both at the store and customer care. It appears to me customer service is not key at Game and above all they do not adhere to the policies they wrote themselves