Extremely Poor Service and Communication from Incredible Connection Brits Mall

I returned my iPhone 13 to Incredible Connection Brits Mall (Store 6903) on 16 July 2025 due to a serious defect (battery unverified and shutting down). I was told to wait 14 working days for assessment. A week later, after hearing nothing from them, I followed up only to be told the device hadn't even been sent yet because I needed to remove my Face ID. This was never communicated to me at the time of return, nor did anyone bother to follow up.

This lack of urgency, poor communication and overall failure to deliver on promised service is completely unacceptable. I rely on my phone for important academic work, email, banking and emergency contact. Now I’m stuck without a phone ,through no fault of my own and still waiting. they are very quick to take your money but slow and careless when it comes to service and support. I’m disappointed, frustrated and have had enough.