Game Store- Poor Online purchasing practises

I bought a Hisense 50 inch TV (order No:***) from Game online on the 24th of November 2023 (Black Friday) the TV was delivered on the 25th of November 2023 by Wumdrop Courier. On delivery no request was made to check The TV and examine it fully, they dropped it off and left. when I switched on the TV, it had a crack and the screen was blank. I then decided to take it to the nearest game store on the same day (25th of November 2023) Amanzimtoti Galleria Store. I was told to come back on Monday the 27th of November to follow up with Game online, which I did. Amanda from Game Amanzimtoti called Game online and we communicated with Thamsanqa who said I should an email to them with the TV photos showing the defects. The email was sent on the 27th of November and I was told to wait for 24 - 48Hrs for feedback. I have been following up with Game Online, Game Amanzimtoti since the 27th Of November and I havent received any way forward or resolution. The only response I get from them whenever I call is that my case has been excalated with the relevant department, when I ask which level is it on, they will not specify, they will just say it's been escalated. I then decided to go to the store where I left the TV at which is Game Amanzimtoti to assist me to follow up with Game online, I got there at 09h15 and left at 16h00 without any resolution. They kept on saying my matter has been escalated with the relevant department, it's been 2 weeks and they are not clear whether they'll refund or exchange the TV. Lerato, Chantal and Lee Jacobs from Game Online know about my issue but nothing is done. I'm currently considering lodging a complaint with the National Consumer Commission.