Worst worst worst service from Game!!!

Worst customer service ever!! We bought a bicycle rack online which was delivered on 23 December. The item was however faulty and we have been struggling ever since with Game to get this item refunded/replaced. We called numerous times we sent emails numerous times. No response or feedback!! Complained earlier on hellopeter and got a response from one Abdul Petersen on 6 January 2021 profusely apologising and promising the matter is getting attention. Been a week later and still no one has called or helped with our refund!!! Game - is this the sort of service you provide to all your customers????