cell phone insurance and service delivery

I took my cell phone in for repairs at forchini vangate mall on 15 November 2014 I waited for 4 months to get my blackberry Q5 back from repairs. They phoned that my phone is done and fixed I went in and they said my phone did not arrived at the store yet they will give me a call to let me know when the phone would be there .two weeks after they phone to tell me my phone is lost and they will give me a blackberry Z3. My insurance value of the blackberry Q5 is R4500. I very unhappy with the service and negligence of forchini as the blackberryZ3 is not the same value as the phone forchini vangate has lost..I did not except the phone yet and I Dnt get the right answers as why my phone was lost and why I can't get the same phone or the proper value of my phone back