Pathetic customer service from a store point of view

On the 28 of July I walked into the markhams store in Kenilworth center, to be assisted on a claim for my cell phone that had been damaged by water, the assistant in the store however took me over to the foschini store as the printer was broken so they could not print out the insurance forms, I got to the foschini store and a gentleman by the name of dashing assisted me with my claim, at least I thought he did little did I know that moment right there would cause me headache after headache inconvenience after inconvenience and time wasting on levels I couldn't comprehend to imagine, darshin then " assisted me" filled out a insurance former took down my details and then I gave him my handset and I was given feedback that the claim would take up to 2 weeks to process and I would get a call within the next to days from him with feedback, 2 days past no feedback, I then called him and I was then told with a polite voice Mr. ....... your phone has been collected the following day, so we'll just wait for the insurance people to contact you within the week sir, few days past I called the insurance company fin'right I spoke to a gentleman regarding my claim and I was told that there's nothing on the system regarding my claim, confused I called the store spoke to darshin and he said it must be a mistake he will call them and get back to me. 2 Hours later he called, told me it was some confusion the claim has been logged and he gave me my imie number, and assured me my phone has been sent away. Few days later I walked into a forshini store so that they could do a follow up on my claim. The consultant and I waited for 45 min's holding on to be assisted by a lady on the other end, took her 10 min's to ask a question and then put us on hold then 10 mins later another question and then hold until 45 min's later while holding she drops the call. As you can imagine I am now furious, 45 min's of my life gone unassisted 45 min's i shall never see again!. We then called back after the second attempt someone picked up, I then demanded to speak to a manager, but was then told that I need a reason to,I vented my frustration until I was granted permission to speak to one, the manager then apologised on behalf of the new consultant that dropped the call and then told me that my claim has not been approved as yet but he approved it now he then asked me where my handset was I said that i had left it at the store 2 weeks ago and according to the consultant Darshin my phone has been sent away. He then told me that, what Mr darhsin did was incorrect my phone is laying in a repair center unassisted due to Mr darhsin not following procedure, by getting the claim approved before sending the handset away. He then told me he will call the store get the wable number of the truck or box. And he will then call me back later today or tomorrow. How ever two days later I had called because I got no feed back that day and the next day. Someone else picked up and I told them what had happened and I would like to speak to the manager that assisted me two days ago. She then told me that he was busy but he did get a hold of the forshini store, and that my phone was being collected at the store today or tomorrow. Be in mind it's 15 days later and I find out my phone has been laying in the store for 2 weeks and I was told it left the store 2 days after I had left it there. I was furious I then called the forshini store and vented my frustration only to find out that the consultant had filled out the wrong insurance claim forms hence it also being a delay. I was then told that my claim would take 21 working days. Firstly I was **** to I had to customer service myself. Follow up on my own item. Call and use my own airtime and I waited 2 weeks and still no phone which I was told this process takes two weeks only to find out I'm going to wait a month without a phone. I'm at such a inconvenience at life right now that I have to use a friends phone to type this. I can't receive or send emails I can't Facebook or WhatsApp I feel as if I'm living in the stone age. A simple I am sorry is just not going to do it for me. I'm disgusted at the customer service I have received. I feel like I am a unpaid employee at your institution that had to assist myself on my on claim. And that to I am and account holder of your institution. Once again I had laid a complain at the head office and I was told a regional manager or a area manager would contact me yet none of them did but now I'm receiving calls to say oh we received your phone we waiting until the insurance place gets back to us. So what now 3 weeks later still no phone I might get it back in a week or 2 from now and that's suppose to make my experience OK? I'm disgusted at the level of service a I'm sorry is just not going to make this ok