Poor customer service

I bought a Defy fridge on the 27th of May 2026 from Game Online, which was delivered on the 29th of May 2026. When I opened and plugged the fridge there was no light. I called Game customer service on Saturday the 30th of May and I was informed it was escalated.

Same day I received a call from customer services confirming what was escalated. Confirmed everything and I was told again it will be escalated.

Monday the 1st of June 2026 I missed the their calls which I informed them to call my alternative number if they can't get hold of me on my number. That never happened they called me twice and left a text message and an email informing me of the following "I would like to advise that the bulb is considered an accessory and is therefore not covered under the warranty. We are pleased to know that the unit itself is working properly. Should you need a replacement bulb, it can always be purchased separately. Please feel free to reach out to us anytime if you require further assistance." I was then immediately confused that I have the unit for less than 7 days and the bulb never worked from the get go and is now considered out of warranty.

I responded on the email questioning the fact that they are not using my alternative number. I immediately received a call from some who claimed they are from the complaints team and will be asking someone to call.which they did and they failed to explain how a " new unit " is already out of warranty.

Due to lack of customer service and not understanding the importance of customer journey I then went into their WhatsApp platform and demanded a refund as I am not happy with the unit and it is still within the 7 days.

I received a call again, explained to the lady I want them to refund my money back and they must come fetch their unit. Immediately the lady said no problem we will refund you please send us your proof of payment and the something else can't remember what I then said cool no problem.

Immediately after the call I received a message on WhatsApp to say I must send the Pop and I was asked if the unit yes been used. I then told the person that was the whole point of buying ot to USE it the person then said unfortunately we are unable to take a used unit and refund we will send a technician and ended the chat I then got a text message telling me a technician will be coming on the 3rd of June 2026 to fix or put in the bulb. No one came no one called no one updated me with anything.

Game I want my money back and not will to wait for 14day.