Worst Online Order Experience - NEVER order from Game online

Rating should actually be -10. I placed an online order on the 25th of Nov for a Defy washing machine. To date I have not received a tracking number and I spend 20+ mins a day with a call center agent. Only to be told that the warehouse is not getting back to them and no one knows where the machine is coming from OR when it will be delivered. I have asked to speak to a manager multiple times - no one called or emailed me back. I’ve asked for a refund/ cancellation - even this hasn’t happened. How is your customer service THIS bad? It is unacceptable. The worst part is that this order is for my mother who is a pensioner, would you expect an elderly person to hold the line everyday only to be told the same damn story?! As a consumer, I know my rights, an expect a FULL refund immediately.