Dissappointing Loyal Customers!!!

Sad to write this review when this has always been a trusted store for me and even have an account with you guys.So I bought a phone for my young sister yesterday and since there are no display(demo) phones to go through at the store,one of the consultants(pity she cant remember her name but can definitely point her out) she asked help from advised her that she can get the phone and if she is not happy with it ,she can return it in 7 days.She came home with the phone,tested and trialed it and was disatisfied with functionality of the phone,it freezes and just does not respond well to command!Still gave it a try over the next hours and finally decided to return it to Ackermans Cresta(where we bought the phone) a day after purchase(today as I'm typing this)and was told that she cannot return the phone,the person that told her misinformed her....Excuse my french but whose problem is it that you dont train your staff to say the right things to customers?or provide the correct information.I paid for a phone that does not function correctly and just not satisfied with the phone and I'm forced to have it?I was willing to exchange the phone for another one even if the price was higher that what we paid but right now all I ask for is a refund!!Pathectic service from Cresta branch for a loyal customer like me.