Poor service from Apple SA

I have purchased a brand new Iphone 15 Pro Max at Istore Woodlands Mall Pretoria 14/02/2024 They said they would assist me in changing from Android to IOS they struggled to get it done and I was at the store from 12pm until 7pm the night. They refused for me to take my old phone that was traded in to complete the transfer I had to pay in R5000 plus rand to get my phone to complete the transfer they also said the refund would be done back within 5 business days. I have called and went to the store numerous times and get told they are busy with the refund today is the 15 of March 2024 and no response or refund. I feel that I should have never changed from android to apple as this is the poor service I get and I am left with no other choice than to take legal action. The best of all was I was considering changing my whole business to Apple.