Shocking Administrative Processes and Management

iStore Canal Walk is the most *********** store and have no internal admin processes. I upgraded to an iPhone 15 in June 2025 but I returned it in September 2025 due to a screen issue. I was informed there was an internal issue and that I could collect a new phone from the iStore. However, when I got there, they did not know what was going on. Eventually I had to phone the iStore helpline from my phone so the Canal Walk store could find out what needed to be done. Eventually I was issued with a new phone. However, on 18 September I receive an email that the old phone is ready for collection. Confused I sent an email to the Canal Walk Manager querying the matter and informed them I was issued with a new phone. No response was received but on 20 September I receive another email to collect my old phone. On 21 September I go to the store and again query the situation. I wasn't sure if I was suppose to return the new phone or what was going on. However, I was just told the old phone was sent back to the store and issued back to me so I collected it and went home. I had subsequently given the phone away to my sister who is a student as I didn't need it. She sold her old phone for R2,500 and spend R1,500 on a cover, screen and camera guard. A week or so later I'm contacted by the iStore and informed the phone was issued in error and I need to return it. I tried to explain that I no longer have it and the financial implications this situation has on me should I now take the phone back and return it. However, the manager (Justin) was very uncooperating, insisting I either return the phone or pay the full price for a new unboxed unit (even though the phone is secondhand). The store takes no accountability for the situation, nor are they willing to compensate me for the financial implications this will have on me. To make the situation worse, I have been accused of theft and informed today that should I not return the phone within 24 hours a case of theft will be opened against me. I understand that the phone was issued in error, but none of this is my fault. Why am I the only one who know has to carry the financial burden of the situation.