New cell phone Out of Box failure & two months later still no phone

A BRAND NEW CELL PHONE saved up for months was excitedly bought at a PEP store but did not work 24 hours after it was purchased. It was a dead as a doorpost. The purchaser could not get back to the store to return it due to his work schedule and no access to public transport until 2 weeks later the 28 November 2018. PEP would not refund him his money and sent the phone in for repairs. Today is the 22 January TWO MONTHS LATER and still no sign of the phone. PEP, YOUR customer is a gardener and handyman who lives in an informal settlement and tries to make a living looking after HIS customers who cannot contact him. This situation is impacting directly and negatively on his ability to sustain himself and his family. PEP this is shameful and just not good enough. Rather, do not sell something you cannot provide for at least a reasonable after service!!!