Disappointing after service

Good day

I'm am upset at the lack of service received from these Chatz Cellular stores. All day seeking help and none could be offered. My mother got 2 new phones and subsequently one of the Sim cards was not activated. We called the customer care and we were told we had to contact the store directly of which we did and still nothing. Does this mean that they are more than able and willing to sell you a product but the after service is null and void? I'm really disappointed and regret going to the store which apparently has a landlines but it only just rings with no answer on the other end.