Istore disappointed

received my pre owned online order phone arrived cracked and its freezing I went to pre owned iphone store in Rosebank technician Mududuzi confirmed that he can't assist I must log a return warehouse. Im very disappointed to confirm that 3 weeks later I'm still being sent from pillar to post I don't have the replacement phone. I bought the phone for my self as a birthday gift and I'm in desperate need of a phone. I was on the phone trying to follow-up and my call was cut after holding for more than 30 minutes.