Very bad service

I bought a phone and took it back within 7 days as it was faulty. Repairs sent me a message that I can collect a new phone at the branch. When I got there I was told there is no stock and they will order one and it will take 3days. Now it’s been over a week and still no stock or even a phone call to say we still don’t have stock but also refusing to give my money back as I bought it cash.