Pathetic customer service

I purchased a freezer from game online, when I received delivery it a a dent on the side, I called customer services and sent through pictures, my query was not addressed until 3 weeks later, the consultant first asked if I would accept a 200 rand voucher and keep the dented freezer I declined staying I wanted a new one and I had further discovered the freezer was dented inside as well, I sent through those pics as well, she then called me and send they will replace the item, and now another week has gone by and the item has still not been picked up, I emailed her stating to please refund me, still no response. I am absolutely disgusted by the lack of customer service from game