Horrible service and a broken phone

I bought my niece an Iphone13 for her 21st birthday on Revibe, the phone only worked for a week before it wouldn't go again. At first it was the speaker that didn't work and then the phone just wouldn't switch on again. I bought a new charging block and different cables to check if it will fix the issue but to no avail. I logged a claim and the courier went to the incorrect address to pick up the phone even though I changed the collection address on the claim form. I sent an email and then the address was changed( in Revibe's email it says the courier company would call to schedule an appropriate time to collect but they DONT call) so after a few emails the courier company missed call me( the phone literally rang for a second and when I called back the driver said his 1 road away from me) anyways they collected the phone on friday 02/05/2025. I got an email from Revibe yesterday 05/05/2025 to say that I didnt reply in time so they closing the claim? I tried to check my claim status with the Tracking ID and it says there no information. Since logging a claim to repair this phone the service I have received so far is pathetic to say the least. As a company you can definitely do better. I asked for someone to call me but there was no reply to the email now I don't know where the phone is, when it will be fixed, who to call or what to do. The phone was so expensive and for this type of service its just so disheartening, I am extremely disappointed and need assistance ASAP please.