auto page princess crossing bad service

Went for a upgrade on the Thursday took back the phone on Saturday because it had an out of the box failure. On the Monday the guy said everything is approved and ill receive a new phone. On Tuesday they told me that my phone would be delivered to my house between 10 and 11 am after that didn't happen i phoned them and the lady put the phone down 3 times in my ear. On the Wednesday i received a message saying the obf is rejected after they told me it was approved. After a week no one has phoned me back form the princess crossing shop , i wasted my time and still no phone. Now they don't know where my phone is.