Telkom bad service

I have received the worst service from Telkom, I have made an insurance claim for my mobile phone from .... Yesterday they delivered the phone on the invoice paper it said it a pink phone and I'm a male so if I'm writing back to them for changing colour or any other assistance no one is reply I went to my nearest telkom shop they said I must contact *** but when I'm writing emails to them they don't reply I don't know what must i do now the phone is still sealed and wrapped with it delivery package