TRUWORTHS ( ELOFF) BAD CUSTOMER CARE EXPERIENCE

I have had a horrible experience with Truworths. I recently purchased a Samsung A4 on account 5th May 2023 . I was informed if there is any software or technical problems with it within 7 days I should return it to collect a brand new one and after 7 days it would have yo be booked for repair. However, the phone started freezing and I would struggle to unlock it as it is a touch screen cell phone. I later returned the phone along with the slip and box and was told it had to be booked in for repairs, this was confirmed by employees at the Eloff street Branch in Johannesburg CBD. Firstly, this was a breach of agreement as it was a technical fault whereby the phone had to be replaced with a new one. We are now in July The phone has since returned from repairs and I have informed them that I would not pay for the account unless the cell is repaired, or I should receive a refund. My credit score has been affected for something that Truworths, its staff and managers are not taking care off internally . Is there anyone who is able to help me escalate the matter to their head offices?

The cell phone now has looked a lot worse than it did when it went in with scratches and more I am being requested to pay for something I am not utilising in full or rather at all. Highly ridiculous by Truworths and the customer care department seems to create endless call logs for assistance, and it is a different agent every time and the story needs to be reexplained thoroughly . I am highly disappointed in Truworths, No one should purchase a cell phone from them. The treatment you will receive is ridiculous .