Waiting almost 2 weeks for feedback on out of box fault

We took out a phone contract on 06/02/2023. After 2 days we sent back one of the phones as there was an out of box fault (phone wasn't switching on). We were told to return the next to day to hand in the phone for warranty repairs. Nobody at the store could help as o ly the manager could do so, but the manager leaves at 5 and we have full time jobs also until 5. We returned the next day to hand in the phone and were told we would have to wait until probably that following Monday. We haven't heard anything back and went back on Thursday 16/02/2023. We were told they could not help us as the manager was once again not there. The only info we were given was the warranty has not been approved yet. So they expect me to pay for a full month for the phone contract but 2 weeks out of the month and I still do not have my phone back? This is really ****py service and they should expect me to completely cancel this contract. This is unacceptable as I can never get any answers as to when I am getting my phone back because of a software or factory fault.