Bad service & not complying with their teams and conditions

I purchased a brand new phone on the 15th April 2021. The 19th April 2021 I returned it as it was malfunctioning. I was told I cannot get a refund or an exchange and phone needed to be sent to repairs office to see what was wrong. Today being the 5th of May 2021 and I still have no phone, no feedback, no answers and no one seems to care to help. Head office was contacted and still no feedback received. When asking the staff at Hartebee****rt cash crusaders I am just told daily that they can't tell me anything. Service is terrible.