Terrible service

On the 12/09/2015 I upgraded my cellphone to an LG G3. Not 2 month later the Wifi stopped working. I took my phone in for a warranty assessment. on the 13/11/2015. After trying for 2 days to phone the store, I eventually got hold of them...they told me that it had not yet been looked at!! I then went in ( Thursday )26/11/2015 afternoon as I could not believe this inefficiency. I was told that my warranty assessment had been rejected as the PLASTIC back of the phone (which was kept in a cover) was dented?? On asking what is being done about the phone being sent for repairs..I got blank stares of incomprehension. Yesterday after a massive struggle and after being told by the one staff member that Janelle was busy and that he could also not help me as he was busy, I eventually got hold of Janelle, who told me that my phone was in the store and that it would be booked for repairs. I have however now just spoken to Janelle who has just informed me that my phone is not yet back!! (a week after the rejection, so all blame has been shifted. I would be grateful if this matter be escalated and that me phone be repaired with urgency! Thank You