false information

I have booked in a handset that's battery is faulty, I went to the store in the old secunda mall on the 10th of Feb to hand in the handset and I was told the system was offline so I filled in a manual form, I the sms'd the consultant the next day which was on the 11th of Feb to ask if she booked the handset and she responded that it was booked in... I went back to the store a week later and was told again the handset has been booked but did not yet return. After that I phone HVRC Repairs to find out the status of my phone on the 23rd of Feb and the call centre agent advised me that my phone had not even been received yet, that it was only booked in on the 20th of Feb. I went back to the store today which is already the 2nd of March and still not is my phone back