Bad service mr price cell Merino mall

Mr price cell merino mall ermelo i booked a phone Mobicell IX on the 30th of December 2023 today when i went for checkup since they havent called i find out that the phone is still in the store nothing has been done and now when i tell them to refund me they say i call head office i tried but invain please assist now im moving out of Ermelo residing to Nkomazi told the they must courier my child's phone they said they wont i must pay courier, whos fault is it that the fone is still there not fixed not booked in i expect refund and assistance from Mr. Price this fone neva charged charging port neva worked now i must be given a new phone refund