Poor service from Game

On 07/12/23, I ordered and paid for a chest freezer. On 08/12/23, it was delivered. When I was about to wipe the outside of the freezer, I noticed that there was a dent. I took photos and sent it to Game. On 12/12/23, I requested for a refund. To date, no arrangement has been made to pick up the item and no refund received. I have gone back and forth with Game. Their delay has been feedback from the courier team that delivered the item. I am having to contact them. I have received 6 emails from Game and none of which shared arrangements to collect the freezer for inspection. Today is 26/12/23. This is the service I received from Game.