Policy's and procedures

Recently I noticed that my iPhone 5's screen was slightly elevated. It had no scratches or cracks. I decided to take it to iFix for an assessment (Sunday, 13 September). I stipulated that the store should email me a quote upon which I will reply with accept or decline. I read all the terms and conditions and went through it with the store attendant. I received a quote and decided to not accept it as it was for a large amount and the phone was working fine. I phoned the store on Thursday, 17 September and telephonically declined the quote. (note this is within 7 days). This was confirmed by the same attendant. My wife went to collect the phone on Friday, 18 September and she was told to wait (for an hour!). She then received the phone with a cracked screen on 10 places. The technician then told her that we accepted the quote! My questions is where, when and how? The technician then fixed the phone and upon realising we did not fix the phone, tried to reverse engineer what he had done, and damaged the phone tremendously. I spoke to the manager, Faith, who said they are trying to resolve it. Very disappointed and actually utterly bewildered!