Incompetence from employees

On the 20th of May 2022 I purchased a phone at Incredible Connection on contract, after the application was successful I was called to come pick up the phone and during the time I was applying I did mention to the Sales lady to please include insurance in my package.

When I was picking up the phone the lady who was assisting me with my application only handed me the phone and the receipt. She did not open the box of the phone to show me what's inside the box because she was in a rush to knock off while other customers where shown their phones and even purchased screen protectors and and covers. When I got home I realized that the phone does not come with the adapter which costs R400 and which I should have been told and shown. The unfortunate situation happened that I lose the phone went back to the store to claim with all the needed documentation and the box. I was told that the phone wasn't insured and the Sales lady should have told me to pay at the till for the insurance, I was just handed the phone and she left because she was in a hurry. Now I am told that my situation is out of their hands and I can't claim while I clearly instructed to please add insurance because it's a very costly phone. I am not happy with the lady that was assisting me because her incompetence is now costing me.