Game online terrible customer service

I purchased a Defy fridge from Game online store on the 2022-06-08. This was due to my previous fridge packing up. The fridge was delivered on the 2022-06-11 at about 14:13. After letting the fridge stand for a few hours to let all the oil and gas settle. I then switched the fridge on and let it run for 4 hours with nothing inside (as per the fridge instruction manual). At 12AM I got up to start loading all the food that had been sitting in cooler boxes back into the fridge. I noticed that when I opened the fridge door that the rubber seals had pulled off from the door. The next day on 2022-06-12 I lodged a ticket/complaint on the game website stating that the seals are coming loose from the door. I was asked to upload images of the fridge which I did. I initially asked for the fridge to be repaired as it is brand new and still under warranty. After a day or two I started noticing a grinding sound coming from the fridge which I recorded. At this point I decided that I no longer wanted the fridge and would rather opt for a refund so that I could go and purchase a fridge elsewhere. After a few back and forth over email for a few days I felt that nothing was being done. I asked for a manager to contact me. A manager by the name of Reza eventually called me and I explained to him what my issue was. He explained that they needed to log this with Defy. I expressed my dissatisfaction with this as I felt that I had bought the fridge through game and that what ever they needed to wait on Defy for should not impact me as the customer. He said that he would escalate this issue as quickly as he could and would personally get back to me. Over the course of that week he did not get back to me but got another lady to contact me. This lady was very friendly and sympathetic to my issue but she was not in a position to do anything other than provide feedback to me. The feedback was always not positive as I was told that I need to wait for the warehouse manager get hold of Defy. Over the next few days said warehouse manager was never available. After another week I phoned back to find out what was happening, every time I called into the online call center and gave my name (they could see if was me calling because I was told my number came up on their system) I was told that Reza was either in meetings or unavailable and would call me back, he never called back, ever. After another week I called back in and asked to speak to another manager, this time I was dealing with Abdul Mutalib Peterson. I once again explained my frustration and what was going on, he said he would urgently try and get it sorted out. By this time I no longer want to the fridge and would like a refund. After a few more days and with no further feedback from Abdul I again called in to find out what was happening. I was then told that Defy would have to send someone out to asses the fridge. Defy initially sent for an assessor to a different province than where I stay which led to further delays. A week after that an assessor eventually arrived to take a look. He advised that the door would have to be replaced. I refused this as this was a brand new fridge that now had to have an entire component replaced. The assessor said he would compile he’s notes and log it on the defy website and that I should go back to the retailer I bought it from and get them to get authorization from Defy to replace the fridge. I contacted game again the next day to speak to Abdul, but once again he was no suddenly also in a meeting and was promised me would call me back, he did call but my phone literally rang once and the call was ended. He then mailed me (2022-07-08) to tell me that he had tried to call. Which I promptly rep**** to stating that.

On the 2022-07-08 (Monday) I decided to call back once again but put my number on private so that they could not see it was me calling. I asked to speak to Abdul, I was asked what my name and number was which I refused to give as I knew that once they new it was me they would make up another excuse that he was in a meeting and would call me back, which they never do. After a while of back and forth of them trying to find out who I was Abdul eventually came on the line. I once again told him of my dissatisfaction of how my query was being handled and how he and Reza never get back to me. He once again said he would look into the Defy query that the assessor made and would get back to me. This time he did call me back after 16:00 on the Monday saying he is still busy looking into it. That was the last I heard from him yet again.

I Contact Defy and their service manager advised that Game has the authority to replace the fridge.

I am so dissatisfied with the level of customer service from Game online store and the lack of feedback. It has been more than a month now and my issue is still not resolved.