Poor service at Game Stores Paarl

I bought a Logik 20 litre microwave oven for someone as a gift on 25/02/2023 at Game Stores Paarl. The person took it home and a couple of weeks later I asked him how it was working and he told me that he had not use it yet because he still needed to have a plug installed. End of April the person came back to me and told me that the he tried to use the microwave but it was not working. We took it to Game Stores Paarl and they told us that they cannot take in/back the microwave oven, because there was 1 small ****roach in the box. The person I bought it for never used it, the plastic and tape was still on the turntable. We logged a claim and the person at the Service Centre told us to go back to Game Stores Paarl and see the manager and tell him that the Head Office sent us. The manager just gave us a leaflet/copy of the warranty and service certificate and walked away. I am very upset and disappointed because the microwave was never used yet I am still paying for it on my Game account. I have bought a few electrical items at Game Stores Paarl since they opened but service and attitude I received from the manager, Linton Cook, was not in the spirit of Game. I do not want a refund but rather just an exchange for a working item. Please can you assist because the person I bought it for is in real need of this microwave oven in his daily life.