EDGARS - poor customer service and lost goods without follow-ups

So disappointed at the service from the Edgar’s store in lakeside mall benoni. We bought a phone and have been paying insurance (finrite) and have taken a phone in for repairs. Now we are being sent pillar to post between them and insurance and no one is taking accountability for the phone having gone MISSING while in their position. Edgar’s stuff say it’s not their problem and keep saying sorry as though that will return the money and phone that has already been paid for. Think it’s time we involve lawyers as this is quite ridiculous and stressful. We can’t be paying and have no service or direction be provided for over a month now. For such a big company to have such poor customer service, it’s frustrating really.