Pathetic service from game and mass mart

To say the customer service received from game in this entire situation is a complete understatement. My purchase was a Genesis from game in cape Town. After much back and forth, I was then advised to escalate the matter to thier head office which I did. I received a email response from a gentleman named LANGLEY MIRANDO who is the customer service manager - ‪+27 (0)10 ***‬., promising that a consultant would contact me and my query would be seen to. This was a email sent on the 15th of July, to date I have not heard a word from game or massmart regarding the Genesis vacuum cleaner in thier possession. My husband then calls today to enquire and is advised that the vacuum was only submitted on the 30th for inspection. I am extremely unhappy about this kind of service or the lack there off. From the 15th when I received the email until the 30, I would like a full detailed report of what took place. I want written confirmation as to who was assigned to contact me to resolve the matter and why that was not done. At this moment in time I would much rather have a full refund then the vaccume or any association with the mass mart organization.