Bad attitude, pathetic customer service

A few months ago I logged a complaint about no stock of the Sony Xperia m5. This was dealt with by the online store and I was satisfied. However after numerous issues with the phone I returned the phone to the canal walk store and was told it would be replaced with new handset after a week of assessment. As the phone was recalled by Sony due to factory fault. No further comms I returned today after more than a week to collect phone as I was promised it would take a week. Only to be told they can't issue me with replacement as it was upgraded online by online store. I am livid the initial consultant thando had a bad attitude and extremely sarcastic was clearly *********** as he failed to tell me this when I booked the phone in on 3 April. I was told I must contact the online store to get a new phone. I just had a baby a less than a week ago and cannot be running around trying to sort this out when I didn't receive the service that was promised. I am not able to contact my husband as there is no phone. I expect this matter to be addressed ASAP and I want a new phone immediately