Shocking service all round

Two weeks ago my wife got her upgrade, we were told if anything goes wrong within 7 days the phone would be replaced immediately As OBS. After day 5 the phone broke so we took it back to swap it, the sales rep said it was to be sent away as it is OBS (not what we were told) but we would have an answer by Wednesday 15/09 as it was OBS they would fast track it!!, upon leaving I asked several times if they need the box with all its contents inside? he responded no I must keep it. On Wednesday I was called to bring the box and content to the shop to access, this is a joke and very frustrating as I work out of town I was then however promised by Friday 17/09 I would have a answer. I then called on Friday 17/09 and the sales person said he would call me Monday as he is off for the weekend!. I AM STILL WAITING two weeks later for my wife's phone is still to be replaced. Worst service I have ever experienced!!!!