Pathetic business and customer service

I had one of the worst experiences at this so-called business. I dropped my phone and the screen was cracked and needed a repair. I went to the Laptop Screen Repair Centre in Claremont, Cape Town (44 Main Rd) on Tuesday, 10th October. I was told it would be R750 to repair it and that they would need to order a replacement screen for my brand new Huawei P10 Lite (I got this phone in September). After letting them know that I would be unable to leave my phone there while the screen was ordered, they told me I could pay a deposit of R350, and when the screen arrived, they would contact me. They said it would be available by Thursday. Keep in mind, they saw that my phone was the gold edition.

On the Thursday, I phoned to inquire about the replacement and if it had arrived. They told me that they had the white and black covers. I was confused as they clearly knew my phone was gold. They then told me to come back on the Saturday and that it would be fixed that day. Saturday came round and I took my phone in with my sister and close friend. I left it with them, as well as my sister's number, telling them that they could call her when they were finished. I in no way pressurised them as I was nearby the whole day until 5pm. This gave them plenty of time to do a proper job. My sister was given a call about an hour later and we went to fetch the phone. It seemed to have been done weel at the time so I paid the remaining R300 and went for lunch. Not even 30 minutes into my lunch and the front cover had lifted. It wasn't even glued on. I went back to the store and they said they forgot the glue and I should leave it and let them fix it. At this point I had requested a refund and was refused under the guise of "you have to let us fix it first". To our surprise, the guy fixing my phone went to the next-door Chinese shop to buy every-day super glue. We questioned him about this and his response was that he would mix it with another glue. I was already exasperated at this point and let them "fix it".

When I got home I could see with even more detail how shoddy the job they did was. They had replced the screen with the incorrect one (it didn't have the sensor that show the phone is charging), there was an impression on the actual screen that hadn't been there before, my Huawei fast charging feature had been compromised (because the battery waas removed , who knows what else they messed with) and the whole back screen had started coming apart. The front screen was not glued in place either.

I then went back to complain and insist in a refund as their policy in the receipt shows that a refund can be given within 7 days if the goods are incorrect. The man disputed this with me and outright refused. I told him I would take it further and he arrogantly dismissed me saying he didn't care. I immediately went to the police and a detective cam back with me. When we got to the store, he moved across the road where a woman was and this is where the two of them proceeded to verbally attack me, in the policeman's presence. They swore at me, said all kinds of irrelevant things and then strated backtracking saying all the things that were wrong with my BRAND NEW phone were already in existence before I came. They insisted I bring my phone back so they could fix it but what person in their right mind would agree to this after such appalling treatment?

I don't understand how a business can operate in this way and was shocked by the level of aggression from the man and woman. I would not recommend this place to anyone. Absolutely disgusting behaviour from the owners, and gutter level service run by unqualified bafoons.