GAME STORE GATEWAY SHOPPING MALL PATHETIC SERVICE

Purchased a KIC Fridge from Game stores Gateway Mall with purchase of an extended warranty policy. This fridge has been giving numerous problems since 3 weeks in which I have called extended warranty department (***) they had sent out a tech only to find out fridge cannot be repaired and a credit slip will be sent to the store which was on the 14th December 2018. On 24th December 2018 I received a call from Game head office at 9.30am in which they have mentioned that I can go to the store customer services department get a credit slip choose a new fridge and on delivery of the new fridge they will arrange collection of the old fridge. When I do get to the store customer services knows nothing about this and had referred me to appliances department whom also have no idea what to do, spoken to the store manager Zubair who then told his staff to check procedure in which took 2 hours in store. I had then left and received a call from the store that I should bring the old fridge in - so we pay for delivery of new items to be delivered to your door but we have to arrange old items no matter what size back to store even if it is a manufacture fault and then pay again for the new item back to your door, really does this makes sense. So this morning I have arranged a delivery to store but before going through I have decided to call store manager Zubair and he says that no paperwork from head office has been received so still we cannot take back the old fridge nor get a credit slip (ALSO NO CALLS BACK AND FEED BACK WE AS CUSTOMERS HAVE TO KEEP FOLLOWING UP. I have believed that extended warranty is held by Mutual and federal in which is pathetic service as well as they are very fast to sell you the policy but procedure takes almost 3 weeks and still no way forward. Frozen items in value of 1800.00 was lost but they cover only R500.00 also non of this is mentioned to date- who is covering what. Going over the festive season into the new year with no Fridge. Extended warranty department has received over 20 calls from me but still no responses (THEMBA , NADHIR , SHAEM AND ISMAIL). THANK YOU GAME STORES GATEWAY MALL AND EXTENDED WARRANTY DEPARTMENT FOR PATHETIC SERVICE.