Shocking service at Game Baywest

I am beyond frustrated and at my wit's end with Game Baywest! I notified them that my washing machine which is in warranty was faulty on the 17th of May 2019. Noone assisted me. I went into the store and upon me following up they had lost my documents from MY PREVIOUS visit. It's been a never ending battle since with empty promises from their service team and manager. Since then I have made numerous phone calls, emails and trips to their store to get some help. It's the 31st of July today and I still have not received any satisfaction. Shocking. Never mind the empty promises they made to have this SORTED in June already! The worst service experience ever. They now have my machine and I have not been credited nor have I received my refund after they promised to do so 2 weeks ago ???????????? I continue to phone and follow up as no one ever gets back to me. The inconvenience of carting and carrying washing for the last 3 months is exhausting. CAN SOMEONE PLEASE HELP ME!!!!!!!!!!!!!!!?????????? I seriously don't believe it's that much to ask. I was promised a callback today by 5pm. It's 5:21pm and I will be the one calling in again to have this resolved because no one seems to give a ****. I have all interactions and calls recorded and will be happy to provide this to Game as I am sure this is not the service they strive for. Someone needs to take accountability!