Terrible service from gameonline

I bought a washing machine from gameonline , which was delivered on 8 December. The machines was delivered with a broken plug. For the last 10 days we have been trying to get game to come and sort out the problem. We have spoken to the call center several times with no success. Every time promises are made and nothing happens. Initially we were told that it would take 48 hours for a team to come around, then it was 72 hours. Then the call center told us that we should have sent a picture of the plug. We did send a pic and still no response. Every two days we call the call centre to be told that they would escalate the issue and again nothing happens. Terrible service!