Bad phones and no accountability from management.

My wife bought a cellphone on the 29th August from Edgars Southgate for my birthday the next day. I used the phone for 6 days and it would heat up when using internet over a long period and the speaker quality was intermittent. Some calls people cannot hear me well and I thought it could be network related but I don't have this issue when using the same number calling other phones. I returned the phone on the 4th September and was advised that the policy of the company does not allow refunds and I had to choose another phone. I tried to speak to management and they avoided me. The acting store manager and the manger they called on the phone. I will supply a recording of my trip, which explains this poor service. Nevertheless, I went back to the store the next day and opted for another phone as this phone. Fast forward, I'm sitting here. The cellphone is freezes from time.to time, could be a software relaed. But then there is a speaker issue. I cannot play music, hear my.phone ring,or hear.my alarm . The load speaker, people can hear.me but I cannot hear them. It's a problem when trying to speak when you are driving. I asked for refund first time, they refused. I have a recording of the incident when I was evaded by management. Where can I send this recording or upload it. I can speak to consumer council if I should. I want to return the phone, with its box. This is the second phone and I want my refund. I feel ******. The phone is a Nokia 5.4