No feedback from Game Menlyn

I’m so upset. I take my coffee machine into Game Menlyn on the 17th November because it was acting up , the lady there takes it and doesn’t give us anything as proof that we have submitted the machine.... she says they will send it to the factory and email my trip sheet. Nothing gets emailed in December I go in to query the status and they says they don’t know what I’m talking about they will get back to me.... No feedback still, i go in just before Christmas again they say no the factory is closed I should try in January they will call me:stil no feedback received, on the 13the I go in again they say no the factory is still closed I should expect a call on the 15th still no call received. I go in on the 17they say no our manager will call in on Monday morning and give you feedback still nothing received. I end up going in on the 28th again and the excuse this time is that it’s Covid so they don’t have a what is happening at the factory the manager will call me the next morning... still no call received... is this acceptable????? How can they try to fix a fault for 3 months? How much petrol do I still need to waste to just get a product that I’ve already paid for fixed????