poor service

my daughter claimed for a ****** phone on the 27th of feb she was told that she will have the phone in 5 -6 working days. so she should have been able to collect from greenstone mall on Saturday the 7th of march - on the 7th another call was made to insurance where they told her that the claim was only done on the 5th of march. utter b.,..... - I then phoned my self spoke to the team leader that they told me that the phone is with ram and it should be delivered monday during the course of the day. so who's the **** here. the one says this and the other that. then I demanded a phone to be taken out of the stores stock so long they refused. I mean this is a easy stock replacement when ever there pathetic courier company deliveres to them. ram is apparently closed on week ends(lie) - I asked ram to change the delivery address and they refused. I want this phone today