Shoddy Online Returns Service

I am extremely disappointed with GAME online - order number ***. I bought a heater for winter on the 2nd of June 2025. The heater arrived and was missing the front grill. I phoned and e-mailed repeatedly, including sending pictures of the heater so that it could be replaced. It took a very long time for the heater to be collected. Surprisingly, it was returned the very next day by a very angry driver who did not adequately explain why he returned it. I then started AGAIN with the calls asking for this issue to be resolved. After calling relentlessly, it was then collected again and no word has been said since. I have again called more times than I can remember to get a replacement or a refund to no avail. I have asked the ladies I have spoken to to send me e-mails confirming our conversations and what we would have discussed so I keep a trail and even though they promise me that they will do so - STILL NOTHING! They seem to be more concerned about asking me to rate their service at the end of each call which I refuse to do because this matter has taken 7 months without being resolved! I have spent a lot of time and money calling, I WANT MY MONEY BACK! I am so so tired of hearing the word "escalated" with nothing being done.