In desperate need for help

I took my cell phone in for repairs on the 10th of July and i was told my phone will not take more than 20 days to get back. I got a call to go pick up my phone 1st time but when I got there a lady named Refilwe said to me, there was nothing wrong with my phone the problem was with the battery she knew this because she had used her own battery on my phone. I got confused because I was told to come pick up a new cell phone because they couldn't fix mine. Till this day I still don't have my cell phone. After being told that they couldn't repair my phone so I was been refunded with a new cell phone when I got to the shop I discovered that the phone was a second hand. I tried contacting their customer services and I hit a brick wall because a lady named Tarren from customer services told me to go pick up the phone coz it's new after I had told her the phone was not new. When I finally decided to take the phone anyways because I was tired of all this running around, I went to the shop only to be told the battery and the phone are new but still not working. I've ran out of ideas and I'm very emotional about how the ok furniture store has treated me. Someone please help me.