Refund not paid

After purchasing a chest freezer online for my Mom from Game in early June, the freezer took over a month to be delivered, and when it finally arrived, it was damaged (apparently something that happened in transit). Since we now urgently needed a freezer and I had no idea how long Game would take to deliver a replacement, I asked that they rather collect the unit and refund me, to which they agreed (to their credit). I then bought a new freezer from a different merchant that was delivered within a week. It took Game a while to collect the damaged unit, but it was finally collected on 4 August. I have followed up more than once since then and I have still not received my refund. I've stopped receiving replies on my ticket, which is why I'm posting here. You can not use supplier delays as an excuse for not paying my money back...