Appalling service at Markham Mall of the South

I bought a phone from Markhams and the consultant told me it was compulsory to get insurance. We argued over this but because of time I took the phone with the insurance I did not want. About 4 months later I lost the phone and made a successful insurance claim. I was told to choose any phone equal or less than the lost phone and on Saturday 15 Feb 2023 I decided on A Samsung Galaxy A05s which was lower than the amount of my lost phone. When I got to the counter the consultant said I can't get the phone because the system now has a different price. So I asked the consultant to get me through to the head office. The head office said I should not worry and they will assist me Monday since it an error on their side. Today 17 February 2025 the store consultants are saying: 1) The person who can help is not around. 2) The phone is no longer there. This is unacceptable. My ref number is CS***.