POOR SERVICE DELIVERY

During Dec 17 just before Christmas i bought a cellphone at Pep Montana for my 6 year old son for Christmas. I did not open the cellphone because it is a present. On Christmasday when we opened the phone only to find that the phone is not working properly. I took the phone back on 30 Dec (we were on holiday that is why i only took it back then) they told me it is older than 7 days they cannot refund or exchange the phone i did not know that no one of the staff told me on the till slip is the T&C they just told me the phone has 1 year guarentee. The manager also tried to see if she can get the phone to work but to no avail. She try to phone someone no answer and said i must come back on 2 Jan 18. On the 2nd the manager again tried to phone but still no answer and suggest that i give the phone in for repairs. Up to today (27 Feb 17) i still do not have the phone no feedback was received everytime when i asked it is not back. I also did spoke to the Area Manager but also no feedback. My 6 year old still did not got his Christmas present and is everytime disappointed what example is that for a small child i have to explain and make excuses to him. That is very unacceptable and my son does not even want the phone anymore. That is very poor service delivery when they sell goods with t&c they suppose to inform the clients to read it especially as it is on a normal till slip i sign everyday on a till slip and do not read every till slip to see if there is any t&c.