Horrible customer experience at Game Brooklyn

I had terrible experience with Game Brooklyn, I bought Samsung the cell phone on 14.12.2022, which had defect on Sim tray, on my attempt to insert the sim card it fell inside the phone. on 15.12.2022 i returned the phone requesting assistance, and i was send to Samsung Melyne which logilcally told me to return to the store as they get instruction from stores. on my return to store de, idemanded my money R1400, since assistance was not forthcoming. i was told by floor manager that i need to pay R550.00 since it was my negligence, and the guarantee does not cover. the phone is still with them GME BROOKLYN/Sumsung TECHNICIAN, this is the last resort as all my attempts to resolve the matter has been met with hostility.

i really regret ever getting into that store and hoping you will assist.