Failure to replace my phone

i sent my phone for repair on 3 May 2015, after the insurance gave me the run around i was told to get a new phone at the store on 23 October 2015. i went to the shop and because they did not have the model i previously, which is the one i wanted Phindile said she will phone around to nearby shops to see if they have it. I then said if it happens that she doesn't find it i'll take the model they had in store and pay the excess, which is R900. Days went by and when i went to find out on days that followed on the progress of my matter i was given different stories.On 30 October i went in at 0900am with the hope of getting a phone but was told that i cannot because they have to look for my CPD. I went back again at 1530pm, was not helped by the person responsible, she knocked off at 5pm and went home, left me standing there and said her colleagues will help me. To cut a very long story short. i was at that shop until 2000pm and did not get my phone, was treated in a very unacceptable manner as a customer. I am livid, don't want anything to do with that shop anymore or TFG as a whole. Service is pathetic. I spoke to the manager Sarah, before i left and she promised to solve the matter