Broken phone bought from Ackermans

I bought a new cellphone from Ackermans Elarduspark. The battery of the phone was not working well as the battery only lasted for 2 hours. Unfortunetaly I was not able to return the phone within 7 days. The phone was handed in on the 19 August for investigation if the battery was not working correctly. I am still waiting for feedback as the manager at the store cannot commit to a turn around time. She also could not inform me about Ackermans complaint handling procedures as she said that she never has to complain and that customers never complain at her store. It is very frustrating to be without a cell phone and to not know how long it will take. I have paid for my phone and they took it back and I cannot wait months for them for an answer. I want the phone to be replaced or a refund of my money. It seems that it is not a good idea to buy a phone from Ackermans