Missing Parts - online purchase

Brought a treadmill, which was scheduled to be delivered on the 28th December 2022, i reached out seeing that it was not delivered and was told its in Durban. The treadmill arrived 03/01/2023, such poor service the delivery guy asked my 68year mother to help him carry as it was heavy and upon my unboxing the security key was missing. I informed Game immediately, I've been sent from pillar to post. No-one can tell me what is they way forward. Such incompetency.. I regret my decision and hate we now resort to such measures just to get a response. Can Game give me the key or come collect the machine and refund me....