Cell phone damaged

Bought cell phone at legit carnival mall within few days it started not working properly sent it back they refused to exchange it for me. I had several encounter with them they took the phone for repairs still not working . I am paying the bill for damaged goods. Very sad i have spoken to regional manager who told me she is also sitting with the 10000.00 phone in her drawer she can't do anything with , i must pick my thing because they dont keep people's thing in their shop. After sales service is very bad at carnival mall legit. Maria sales consultant told me to report it as ****** in order for me to get new phone.