Bad Service!

Around the 5th May, my mum who has a cell contract with cellc for the last 10 years or so, took her LG L80 into the Pavilion store, as the phone just completely stopped working, and was blank. They took the phone and said it will be repaired. Three weeks later my mum fetched her phone however it was not her phone, it has scratches and damage on it and by the time she got home the phone wasnt working, the gallery was not available and the software was completely faulty. So my mum took her phone back to cellc and again they said it gone for repairs. According to the staff a new phone cannot be given as they only give demo models or refurshised phones. My mum has had this phone since October last year when her contract was renewed, it is not even a year old. And to give someone a refursbished or demo model phone- what does that mean. Demo models that people constantly touch as they are on display in the store. I find this appalling. I am writing this on my mothers behalf, as she has been taken advantage of in the store due the assumption that she is not that clued up on technology. This service is terrible, I am sad that after 10 years there is no loyalty to customers!!!!