Pathetic service

Hisense E34 purchased the 27th of jan.requested an exchange 3 days later.manager refused.emailed customer care everything was delayed.the exchange period was up wen they got back to me. Now they've taken the device in for repairs on the 19 February 2025 and till to date there's no correspondence. We bought the phone while she job hunts but now she has no phone for a month. Further to that the cashier had no name badge on so we have no clue who we dealing with. I've contacted Pep customer care and they ignoring my emails but refusing to reimburse my money