GAME - isn`t aware of customer service!!

I ordered a bicycle for my young daughter online for Christmas and received one which was faulty - I have tried in vain to have this have this collected and for me to be refunded. I have made 4 calls asking for this bicycle to be collect but have had no luck whatsoever. I was told that collect would take place on the 31 December or the 2nd of Jan but nothing has happened - I will never shop at GAME again - if you`re reading this don't shop at GAME