Contract device exchange complaints

On the 3th November 2022.I went to festival Mall mtn store to apply for a contract device on huawei nova,which I got approved the problem is that they did not have dummy or live unit of the device to see how it looks like. I did explain the design of the device that I desired yet was informed that, that device was currently not available within their stock rage.I collected the device from the store but it was not my liking as it not the design,

I pleaded with them to please perform an exchange for me whilst I was still within their premises, and they assured me that they'll do the exchange and call me regarding the exchange progess after dealing with due procedure. Due to that I than deemed it necessary to leave the device within there possession.

They did however call a while after, and informed me that they cannot perform the exchange due to (as they had earlier on "stated" to me) the similarity in its storage entities, of which wasn't my concern in the first place...my problem is the outter design structure of the device itself. As I wasn't given access (nor as they're now making it a (''privilege") to view the device before making the purchase yet was asked to (in words) described the phones characteristics, of which I believe that I did and to the tee. Yet the result of which was me spending my hard earned income on a device that I was not at all satisfied with nor requested.

Previously complaints were launched, on numerous and separate occasions upon different and segregated time intervals yet all I was to ever receive was automated email responses informing me that a response will be issued to me in regards to my exchange complaints of which my dilemma has only been met with the atter sounds of silence and disappointment. As of recent, the installment deductions have commenced, (first on the 30th of November) and with the understanding of it being the companies protocol, I believe its also within any companies protocol to value its customers and true which demonstrate such value through its companies customer service (of which I haven't been receiving any). I'm not asking for much, just to be placed at ease and reassured that I will be indeed paying for what has worth to me, paying for what i had requested.

I am aware that this shall be difficult due to the reason prior stated yet when it comes to customer attendance very few things should be made impossible, and with that said would be abundantly appreciative if more efforts were made in regards to my case.

Regards Nophumelelo Ncube