Game Stores Poor Customer Service

Since 25 November ( 3 weeks ago ) Game has failed to deliver a washing machine I paid for , every time I call I’m given endless excuses , I asked for a refund and they **** and told me it was processed only to call a few days later to find out they never bothered to lodge it saying they had the washing machine available , I was foolish enough to believe them and 3 weeks later I still have no money and no washing machine , when I call they keep telling me it’s available but they don’t know when il receive it , to anyone reading this , is there somewhere I can report Game stores for taking my money and not delivering the item I bought within the 5-7 day Period they tell customers ?