Game store online purchase nightmare

I reported a washing machine that is under warranty at the beginning of November 2020... That I have purchased online till 17 December I have not received a new machine nor a refund. I have been take to the ends of the world with unprofessionalism at Game. What makes my blood boil is the misleading on they website stating that they have " consumer protection" contact center which in fact is the unprofessional and u ethical call center!