Faulty Phone Sold to Client, Will not RMA device

Phone was bought cash at Melrose Arch branch. Phone stopped charging after not even a week of use. Was told to try new chargers etc, but phone was still not charging.<br> <br> Phone handed in at Melrose Arch for repairs with charger on 6 Jan 2016. Received notification that the phone was at repair centre on the 11 Jan 2016. Received notification that phone was dispatched on the 1 Feb 2016 back to Melrose Arch and should be at shop on the 4 Feb 2016. Client was told that the phone was \missing\". <br> <br> Spoke to call centre and they advised that the phone should then be replaced, arrived at Melrose Arch and they suddenly had phone in possession, without accessories. Tried using the phone, but it was still fault. <br> <br> Was advised to send phone back to repair centre. At this point I refused as I don't believe that how the entire case has been treated is fair. Staff are demoralised and unwilling to help. The agent we spoke to told us she could not phone Call Centre or Repair Centre herself and we had to sit in the shop for 3 hours going through the entire process again and again.<br> <br> ***<br> ***<br> ***<br> <br> Urgently demand a full refund on the phone or a replacement phone"