Not happy at all

I handed my phone at exact March but it was not returned until I went back to the store for feedback but they told me that my phone had physical damage I told them to retur it but still it was not returned until I phone head office they returned my phone with a crack of which my phone was not cracked I asked for paperwork they said they don't have when I returned for the second time they gave the report that they said they don't have and the manager and shop assistant they had bad attitude shouting at me I asked them if they book a phone are they not supposed to assess the phone before bookings they said they only write what the customer said with the fault but their invoice is written general appearance is good to prove that the phone was not physical damage shop assistant refuse to give me his name by being rude he said the name will be found from the slip Mthobisi and store manager Tebogo failed to handle the matter with respect.