Shocking service when buying online

I placed an order online on 21 December 2018 and payment was made and the order was dispatched. On 31 December 2018 i queried online with ticket number ********** 0, to which i have still not received a response. I queried again on 9th January and i was told by the consultant they will check and revert back to me and no response has been received yet. I queried again on the 11 January 2018 and spoke to a consultant named Tyler to which he has also not yet gotten back to me. I queried again on 14th January 2018 and spoke to Curt and have now requested a cancellation of the order as no one at Game can assist me by confirming the delivery date or what is the issue. I have now requested the cancellation of the order and the refund of the payment which i made, the reference number 45561 and was told i will be contacted and emailed by head office. Please may somebody at your offices please call me to arrange for the refund due the extremely bad service received.