Horrible Customer Service

I ordered an item. It arrived no issue. Open the item it doesn’t stand straight like it should it keep falling over item is defective. I call game to return item for refund. They then tell me they want pictures of the box I provide them only for they to say they are no sure if they will give me a refund they will escalate and revert back to me. I spoke to 3 customer service agents. 1 asked for my details and no assistance, 1 shouted at me hung up the line, second one acted as if they were assisting me and put me on hold to hang up after I requested a supervisor. I’ve never experienced such bad customer service before and to top it off they aren’t refunding me.