Poor customer service ethos

I had previously purchased a washing machine on special from Game Fourways. Upon opening the machine, I realized that it was defective and began about the process to replace the product. I made several calls to Game Fourways to explain the nature of my call and on each account I would leave my details with the consultant and they would reassure me that they would contact me to arrange the collection of the washing machine. I continued with this process for approximately two weeks until I took action and returned the washing machine to the store myself. Once again I was interrogated regarding the washing machine and I had to reiterate my complaint. I agreed with the consultant in store to arrange to locate the same washing machine from their other branches and deliver it. I have been awaiting a response for over 6 days as we had agreed that delivery would be arranged for Saturday, 14 October 2017. At every turn during this process I have had to take the initiative to contact Game Fourways to the extent that I requested to speak to the manager. This process has labored for too long suggesting that Game has no formal complaints process to deal with customer complaints. This demonstrates to me, Game's failure in prioritizing its customer service.