Terrible customer service

I had a very terrible experience in Markham store in Chris Hani mall Vosloorus, I went to buy a phone, the lady who assisted me convinced me to take a Redmi brand instead of the samsung brand that I wanted, apparently according to her words the samsung brand isn't a good phone lately. OK fine I took the phone, however I was hesitant. I got home later on just as I was about to connect the new phone to my wife in order to put my info and all that, for a second I had to be honest with myself regarding the phone I'm about to used for a number of years, and I realized that I don't like the phkbe I just want the Samsung brand, so I stopped with the Wi-Fi connection. I quickly checked the T&C regarding device exchange with the TFG which stated that I can exchange the phone if it's still intact and has all the receipts needed from the store I bought it from, within 7days.. Today I went to markham to exchange the phone and explain what's going on, and sadly the manager called Maria if not mistaken with the name told me that as for her "Personally" she can't exchange the phone for me for reasons known to her, I the asked her to call her area manager which is in Eastgate mall her name is Precious, she told her to tell me that she doesn't wanna exchange the phone be for me, I asked the reason apparently with her still it's "Personal reasons".

I then asked if the store Ts&Cs they told me that it's not the matter of the store but them personally, ok fine I then asked that we call the head office so that they can explain to them regarding the rules or exchanging devices, first she didn't want to, I tried calling with my phone however due to the connection we couldn't hear each other over the phone, I then asked her again to call, eventually she did and we spoke to the lady at the head office, which the last conversation with the lady seemed to me that she told the manager to exchange the phone for me but the manager still didn't want to, so a guy called Katleho was now telling me how the store will losw if The exchange the phone for me, I asked him if he didn't know that the store has an insurance to cover all that, he ignored me and asked me what they'll write in the form of they decided to exchange the phone, I said I'll help then write the statement if the don't know what to write. He then said OK then the manager has escalated the matter, I asked him how so, he left me with no answer, I then asked one of the sales people to help me get the manager since she left me standing since from 12:17noon till past 15h00, I asked her why she just left me standing without saying anything to me after the called, she sticked to her words saying she can't repeat one and the same thing that she personally won't exchange the phone, if I like I can't sit in store the whole day.. She left me the rudely so she went and ate, I asked someone to call her for me again after some food minutes she told me that there's nothing she can say to me cause she won't exchange the phone... Honestly I'm so furious about this I really don't understand if Markham is her store or what since she took everything personal and I spent hours there with no help..

I'm looking into taking a future step regards to this matter cause first yesterday when I bought the phkbe I wasn't even told the Terms and conditions nor did I sign anything that states that I can't exchange the phone.