Bad customer service

My husband bought a Samsung Galaxy at Markhams Parow in December 2024..he's been paying insurance on the phne every month...people wanted to rob him so he fight wth them and the phne got damaged in the process. He took the phne back since he's paying insurance...after a week he went back to ask how far they are wth the phone since he's a business man..after all the drama he had to find out the phne was neva sent away and is still at the the store...one of the female assistance told him they waiting for the courier to come and collect it...up until now we neva heard anything about the phone...it's been 3 weeks already