Very bad service from Game

On August 2024 I bought a microwave at Game Clearwater of which I was told that I have a guarantee for a year, however at the at of December my microwave stopped working and I took it back to the store and I was told to wait for 21 days. They said they will give me a call and let me know that they will either refund me or exchange the microwave. A whole month passed up until I called the store myself since they did not give me a call back, the lady told me that they were told by the owners of the brand that they will not fix the microwave and I should come and fetch it, they furthered by saying that if I want them to repair the microwave that I would have to pay from my own pocket (yet I was still within my guarantee). I ended up going to the store and we called the Midea brand, I spoke to the lady called Pinky and I was told that the microwave wasn't even picked up from the first place and it was assessed through pictures. Question: how does one conclude that they won't fix the microwave through pictures? I am very disappointed and angry because I have been a very loyal customer to game and I never got assisted. I go to the store almost every month and even purchase with Pay just now and this is what I get for being a loyal customer. Their customer service was no help either which even frustrates me even more.