Online order still not delivered after four weeks & no resolution from Game

I placed and paid for an online order with Game on 30th October 2018. On 31st October I received both an SMS and an email from Game saying the order had been dispatched and I would be contacted by the courier company with tracking info.

On 2nd November I received an email from Game confirming that my order had been delivered. I emailed back to say that it hadn't been delivered yet. On 3rd November I received a reply, asking again if it had been delivered. I rep**** saying that it hadn't. On 5th November I received an email from Web Support saying that my order "was captured as delivered in error in store" and that it had been dispatched from the Canal Walk branch and was in the hands of the courier and should be delivered within that week.

By 9th November the order had still not been delivered, so I emailed Web Support again in the morning asking what the status of my order was. At this point it still showed a status of "delivered" online. By the afternoon I had received no reply, so I phoned Web Support. The person I spoke to said that it showed as delivered on their side and that the issue must lie with the courier company, so I should phone them and find out. I then phoned the courier company (at my expense) and they couldn't do anything without a waybill number. So I phoned Web Support again and explained everything to yet another person. He promised adamantly that he would call me back in 20 minutes but that I should phone the courier company in the meantime and give my order number to them. I called the courier company again and they had no record of that number on their system. I received no call back from Web Support in 20 minutes, as had been promised.

On 10th November I received a phone call from a different person, querying whether I had received my order yet. I said I hadn't and they promised to follow up. Later that day I received an email to say that the issue had been escalated to the relevant department and they would follow up with me as soon as possible.

By 14th November I had received no update, so I sent an email in the morning to find out whether there was any update on my order. By the afternoon I had received no reply, so I sent another email. On 15th November I received a reply which stated it was being urgently followed up on and they would let me know as soon as they had feedback.

By 21st November I had still received no further feedback, so I emailed again, asking for a refund. I received no reply. On 22nd November I emailed again, asking for a refund. Now apparently the Zendesk system had been introduced, as I received an automated reply that the request had been received and was being reviewed. My request was #140. I received no further reply.

On 26th November, I logged into my account on the Game website and tried to log a support ticket. There was an error message when I tried to submit it. So I emailed again. I again received the Zendesk automated reply. My request was #5067. It is now 27th November, four weeks since we placed our order, and we still have no delivery, no refund, and no further communication from Game.

Other details to note, my order status online still shows as "delivered". The value of our order was R1,978, which included a R150 delivery fee for delivery of a large item (a bicycle). Rudy Bailey and Lezano Louw were cc'ed into the email communication by Web Support quite early on, and have been cc'ed on most of the emails. Also, all emails included all previous replies, so anyone who received my emails at Web Support could read all the back and forth correspondence which had gone on before that.