poor service and damaged goods

so we all have been excited for the new iphone12 I went to the istore eastgate yesterday for my upgrade as I was on the waiting list and they advised me that they will only keep the phone for me for 48hours and I needed to collect it before then other wise I loose the opportunity to get the phone and have to go back on the wait list. I got there and I was assisted by Puleng, during the time she was assisting me she started assisting another client and left me with out saying anything. eventually I got the phone all excited and went home. upon opening the box with the phone only to find that the screen had a crack I immediately emailed Puleng with a photo of the crack asking her to contact me. I then also called the Istore help line at 9:00am this morning to notify them and asked that the store manager call me to have this matter resolved. I still have received no feedback from the store nor the the manager after I even sent the store manager a email. the service is so poor there is no concern for the client after the sale has been conducted. I have to take time out of my day to resolve the matter. but there is no feedback or assistance from the istore. This is pathetic service and so disappointing from such a big global company