Appalling service MTN Direct Morningside

I ordered an Iphone 13 online and received excellent service from Mondo. I took delivery of the phone on Tuesday the 19th of October and unfortunately the phone was faulty. On Friday 22 October I took the phone to MTN Cresta mall and was told it can be only returned to MTN direct and the closest one was MTN Morningside. This is where the nightmare started.

The lady at MTN was very rude and unhelpful and was basically telling to take the phone back with me as I had to contact Mondo who would arrange for the phone to be collected. Whilst instore I called Mondo and she was asked her to take the phone and give me a Reference Number. She told me she was not able to get that reference number immediately as the number would only be available the next day. The helpful lady from Mondo asked her to take the phone anyway and call me back the next day to give me the reference number. She booked the phone in and gave me an internal reference number and said the reference number would be available the next day. I have been calling MTN morningside everyday since Saturday 23 October and the phone does not get answered. On the other hand Mondo has received the phone and are not able to process it without the number that the rude lady from MTN still has not given. Honestly does this mean I have to now again spend time and fuel to drive all the way to morningside for this number that was supposed to be available on the 23rd of October.

I even tried to call the MTN call centre to ask if there is an alternative number i could use to contact morningside and was told they do not have numbers for the branches.

When I compare the level of service I am receiving from Mondo and the appalling service for MTN it is just appalling.