Poor response time from Game Store Pavilion

Good morning, my partner and I have been Game account members for over 10 years and to experience such a disappointment in their services is really heartsore. Below you will find the reason why we would not recommend anyone purchasing any type of appliances from game due to the poor service that we are receiving.

We purchased a brand new washing machine on the 06/05/2025, which we were told it would be received the following day but it only came two days later from the date of Purchase. Upon receiving the washing machine we checked the product and then put it to use. In the first use it started leaking water and foam from detergent loading section. Water and foam ran down the machine all over the floor. We then called the Game pavilion store numbers that was on the invoice, one that was typed out and the one written down by the person that assisted my partner. But neither one was working so we called the customer care line to lay a complaint to which we received assistance and would the receive a call from the call center. We did receive calls but because of my partner nature of work he was unable to take their calls but did try to call them back the same day and then email them. My partner then received a call from a guy who said he would email us a reference nunber and then receive a call from a technician who will ask for a date to come by and have a look at the washing machine and if faulty we would have the option of full refund or exchange. Two days later we are still waiting for that call. Today we callled the customer call center and spoke to a lady and explained to her the situation to which she said the store was to log a call out for a technician to come through and have a look at the washing machine. It does not take days to log a call or send an email to which this is not a second hand or couple months old washing machine but a brand new out of the box washing machine that has a problem. It is very disappointing to have such service given to us as we have been a member with game for over 10 years. One would think that out of box failure of a product would be seen to immediately and replaced within days of purchase but to still be waiting 9 days later, with my partner having to be the one who is chasing behind Game to find out what exactly is going on is really disappointing.