POOR CUSTOMER SERVICE @ MARKHAMS

I have never in my entire life experienced bad service like I've experienced at MARKHAMS @ Westgate Mall. After dropping off my BlackBerry 8520 at MARKHAMS Westgate on the 17 June 2015 to have it fixed by their insurance company that I've been paying for the past 5 years. It has been 2 months now and I have not received the fixed phone. Every time I go to the shop I'm told that the insurance company wants me to confirm the damage. The other week I was told by the store that the phone has been authorised to be fixed. When I called the insurance company directly they told me they NEVER received any phone whatsoever. When I called the store I was casually told the phone has BEEN AT THE SHOP THIS WHOLE TIME! IT NEVER WENT TO THE INSURANCE COMPANY TO GET FIXED. IT'S BEEN 2 MONTHS!!! THEY DIDN'T EVEN OFFER AN APOLOGY. NOTHING! I have never seen such a thing in my life. For people that are in the retail industry, they should care more about people/customers, but MARKHAMS have shown that they don't care about their customers, they care only about their money. Total disregard for quality service.