Game stores Pinetown bad service

On Friday the 29th November I made a complaint to game stores customer service about my deep freezer that has stopped freezing. It's now a week later and I received no assistance. Everyday I call an they tell me that I need to reply to the email send to me, I rep**** to this email so many times but they are still not receiving it. I have already lost so much of money because all my items from my freezer went off. Now game stores are playing games with me. I can't believe that they can not help me because they are not receiving an email that I have proof that I am sending.