Samsung Mandela Square Sandton City gruesome experience!

I gave my woman money for her to go buy herself a Samsung phone and she was convinced by a consultant at the Sandton City Samsung (including the manager) to buy an A12 after she requested for a different Samsung. The phone has never been able to charge to its capacity and it didn’t take 3 weeks before it started overheating and eventually stopped charging. The warranty policy states that within a month, you’re given an allowance of returning it for your refund. We then took it to Samsung Sandton where they convinced us to hand over the phone for them to take it to their warehouse for inspection. Which is where the phone has been for almost 2 weeks. Yesterday, my lady went and was told that she can not be refunded and when she asked why, she was promised to be thrown out of the Samsung Sandton Store by the manager named Najith because they don’t do refunds. When we asked, he said that the Sandton Samsung store has its own policy that’s not Samsung’s policy. My woman’s work requires she has a phone (which she fully paid for) but she is instead being bul**** by men where she made a purchase of and was told to leave without any assistance. Samsung’s association with the Mandela Square Sandton City store is highly disappointing and the treatment a woman (in a country that’s known for its gruesome treatment towards women and children) received at the store was nothing short of appalling! She has been without a phone that she has fully paid for, for almost 2 WEEEKS!! Samsung’s treatment towards women and customers is horrible!!