Really poor service: changing battery = smashed screen

Went in for a battery change at iStore Liberty Mall one Wednesday. First I was told my phone would have to be wiped for a factory reset, as: "their process is to check software before hardware"... I told them my battery was the problem, and they should check this first, and NOT wipe my phone.

After this, they went ahead and replaced my battery, but in so doing, cracked my screen in the process. Told me 2-3 days to wait for a replacement. It is now close of business the next Monday, and it has been 4 working days now, and still no news of a replacement. They offered me a phone replacement, but I have already made two 25 min trips to the mall (and back) and it is not at all efficient for me to set up a new phone. This has resulted in significant impacts on my work and personal life.