Terrible Customer Service

On November 7th I placed Order #***2 and paid R95 for next day delivery. I got delivery at 13h52 the next day and at 14h20 I was talking to Linda Bengeza in your call center where I explained that I put my sim cards in the phone but it wont read them, the sim card holder wont open to check what's wrong and he advised me to send it back. I immedietly logged a return online then rushed to Fodsburg store. There the consultant could not access my return because I didn't have my return number, even though the package box with the order number was there he said he needed the return number. He began to frantically try to open the sim card holder so I could atleast get my sim cards back because I would have no access to Internet banking or anything really because I need my sim. There was a driver who also tried to help using a key ring holder, the pin to open the sim holder even broke but they couldn't get my sim. Eventually I remembered I have my old phone where I got the email from takealot with the return number so they checked my phone in. But Zane Visagie sent me an email that you cant help me, that he is returning the phone to me as is because it was tampered with, but it was your store who tempered with it to help me get my sim! So now I'm stuck with a broken phone!? This is not right! As it is I still dont have my sim cards! I want a replacement phone or a full refund including delivery fee!