Game Store likes to play games.

My Husband bought us a wash machine from Game store in Baywest Mall in PE, and it was delivered to our home on the 29th May 2024 at around 2pm. My husband opened up for them to place the machine in our dining room area. He then locked up and went to go vote, while I was at work. When he got back home that evening, he then took off the packaging only to notice that both sides of the front of the machine, left and right side, are heavy dented in. I mean like it was kicked in on both sides or dropped on both sides. The next morning at around 9am he called Game to inform them of the damage to the machine that they had dropped off for us. He was informed that a manager would contact him shortly, 3hrs later he had to call Game again to follow up on the manager that was supposed to call him. Long story short it is today the 4th June 2024, with back and forth calls with Game and Head Office. We are told that this is a process, that they would need to first contact Samsung and put a claim in to see if they can refund us. My husband and I were about to burst a vein.... we don't want a refund or to be compensated for this inconvenience. We just want a new machine. Come fetch the **** one that was given and give us a new one. Still we are asked numerous of questions and keep getting told that there is a process they need to follow. Why should we as the customer have to wait and be inconvenienced while they deal with the claim process. Do the in-house process in your time, but just give us a new machine. It's now almost a week and I have no machine. Piles of laundry that I need to get to. We didnt go buy a machine to upgrade, my old machine for 12years finally broke. How much longer will this inconvenience us. No one can assist. The service is just shocking. Funny part is when I told my family and friends, they literally were like, yip that is Game, what do you expect. So sad! We literally bought our machine cash on the day for R6000.00 we were trying to honestly be nice and patient about this whole matter, but it's really not on. The machine is still in my dinning room with is packaging on. Photos have been sent to them with recipes and all as asked. Yet no time frame or solution is given to us. Is Game going to pay for my clothing to get washed by a laundry place or give us a temp machine while this Process is being dealt with?! This far we have had the ****tiest service and no sympathy towards this matter. We are almost made out to be the ones that are being held responsible for the machine some how. Honestly shocked and disgusted by the service we have received this far. We will be taking this further. Not happy at all.