help

I had a claim and the lady there assisted me well to send the claim .After the claim was approved ,I went to the store (exact golden acre, cape town)and they advised that the guy who works with cellphones is not in at work that day.. I went there again and he was there and I took the phone. The following day, I went back to the store with the phone as it was slowly and did not have features as my old phone i was using. They refused and said that they cannot take the phone back.I am stuck with a toy phone that I got from exact golden acre,cape town.