Poor customer service - unresolved return

I got a cell phone with 2 chips on the screen. I returned it the next day. Since then it is now 14 days and I'm still waiting on either an new phone or a refund. According to them, nothing was wrong although the 2 employees at the pickup point agreed with me. Two people sent e-mails to inform me that the case would be referred, but I still waiting. I'm really very disappointed.