Poor customer service at Phoenix Plaza

My glasses broke and went into the Phoenix Plaza store on Sunday dated the 30th of Oct, I took up insurance on the glasses in Feb this year, and was informed they don't have that frame in stock, they are only 5 available in other stores option one, store assistance Fortune advised she will call other stores on Monday and give me a callback, Option 2 I can visit another store to see if they have frame, that same day i went over to cornubia with no success, awaited for Fortune to call on Monday which never happened , I called the store on Tuesday and was advised by Fortune she will call me Before end of day, which did not happen, I called on Wednesday spoke with Catharine I told her the whole story again what happened since Sunday she said she will call me back , which she did and advised they have new stock and i should come in as they get sold out fast I said I cant today I will come tomorrow (3rd of Nov) when i get to the store I was advised Catharine is day off and no stock has came through, secondly I was misinformed about the cover I was told if i need to claim i will have to pay a % , I was not told that it depends if they have stock of the frame i had and if no stock i need to check with other stores, I then requested to speak with a manager, was advised his getting new stock next week of the same frames i had, why is there beating around the bush and miss information? my time and fuel has been involved running back and forth which is really frustrating , Plus i work in a contact center i look at a pc screen for 10 hours a day, its been 6 days with my glasses