Game Online - Worst online shop ever

I bought a top loader washing machine from Game Online on Monday the 8th of April and was delivered on the 10th. When I open the box the machine was damage on the front. I phoned online support and they asked me to sent photos of all sides and the packaging. I sent the email straight away and sent another email to make sure they received the photos, never got a reply. I phoned the next day to make sure they received my email. They said they did, and it was forwarded to the relevant department. I phoned Friday the 12th for a follow up. I told the guy we do have a game in Northam and ask if they could check if they have stock so we can replace it with them. He said he will phone me back, he never did. I phoned the Monday, they said they will phone me back, never did. I phoned the Tuesday the 16th, the lady said the request was sent through on the Monday already for the courier to come collect the machine. No courier, I phoned Wednesday, said they will phone me back, never did. I phoned again the Thursday and the lady said again they arranged for the courier to come collect and she will get back to me, she was the only one that did come back to me. I told her I’m done waiting and I want a refund. I phoned Tuesday the 23rd and again they will get back to me, never did. I told the lady that I will buy a new washing machine which I did. Now my question is, it’s week 3 and I’m still waiting for Game Online to arrange for the machine to be collected!!!!!!! It’s a brand-new washing machine, still in its packaging as I received it. I couldn’t do washing for almost 3 weeks. I do most of my shopping online with Takealot, I had a product or two that was faulty, with them the item was collected the next day and the product refunded or replaced within days!!! I even created a support ticket online with game on the 18th of April, not an email or call from them. This rate I’ll have to wait a month for a refund, will they pay the cost on my credit card???