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Really disappointed in the service received from Edgar’s and and Edgar’s clothing denlyn mall from the staff and head office .After purchasing a cellphone handset (Honor x6b)online from them ,we found after receiving the phone and activating it, the phone became very slow and unresponsive after installing a few apps so we we could get it ready for use. The phone had to be restarted every time after an app was used , this was less the 24hours of use. We immediately send and email to them explaining what issues we were experiencing, we were then advised that we should hand it in to the nearest Edgars store and that it would take 6weeks for the phone to be replaced bare in mind this was on the 25th of November 2024 the consultant at the store who took our phone in did so with no issue and said that she would hand it in with our details and would contact us a soon as the phone was repaired and ready for collection. Fast forward to January 2025 we decided to send another email to head office to follow up on what the status of our query was, we were then advised to go back to the store and find out ourselves what the issue was as they could not provide answers themselves about our query, we get to the store and assisted by another consultant who got us our device but could not explain what was wrong with it, she called the first consultant to find from her as well but again she could not provide any information other than “ they said it was fixed and we can take it”which we refused and left it at the store, mind the first consultant stated that we brought the phone back after 7 days which is a complete lie on that end how we have emails and will show when we received the device she also did not state and conditions when we first took in the phone it was taken with no problems. Now how do we take back a device without clear understanding of what the issue was ?what if the same issues still persists? Now I am in a back and forth with head office for them to exchange the phone or give a different device that will either match the price or if needs be I could pay a slight difference in order to get a new phone because I will not take back the Honor x6b which I first bought with no explanation of what the issue is. Today they sent me a mail stating that they will not refund and they will not exchange the phone after running around after them and getting no help. This is very frustrating and absolutely appalling that one should be treated like this after making a purchase I will not rest until I receive a new device,i will take this even further to the office of the ombudsman so that I can get the service I deserve and sitting here without a phone as we speak because Edgar’s is not helping with this issue.