Game pathetic service and not loyal to their store policy

Hi I bought a swimming pool from game on 1/01/2017. I used the pool and on then in November when I wanted to use the pool again the pool had holes. The pool has a 1 year gurantee. I sent the pool in on 14/11/2017 to be repaired. Game has a policy that if u send an item in and if u don't receive feedback from them in 21 days u will get a refund. On the 20th day I received an sms and called them to ask them if the pool was in store as I was on my way on holiday. The lady at customer care told me she doesn't know and she will check and phone me back. She even read out my cell number. She did not bother to call. I had to call again on Friday when I came back from holiday. I feel that it is unacceptable as I did my part of phoning and they did not have the decency to call me. The feedback they gave me was that the pool could not be fixed. I have called head office and regional manager and they don't seem to want to help. I feel if a store has a policy like that it should be their responsibility to go the extra mile if they don't want to pay the client. I did my part my calling them to ask if the pool is in store. The employee at game should have done her job and called me back by letting me know if the pool is in store if they don't want to pay the customer or if they want to be loyal to their store policy that they written big at customer service.