Bad - just bad

I dropped my Z10 and it would be uneconomical to repair. We went in on the Sunday, filled out the insurance claim, did an upgrade for my son etc. I told them I wanted a Samsung J1.On the Tuesday I got confirmation from the insurance and a call from the shop to say please could I come in on the Wednesday instead as they woud them have stock. On the friday I go in, expecting a quick in and out. First they dont have the phone. Then I get told that they had one but their policy is only to keep it for 24 hours. Then when I call the manager I get told that they never had stock of the J1 and were never expecting stock. I flipped my lid. A hour and a half later I get told that the sim card was too small and I would have to buy an adaptor. Then I get told the excess is R300 and then they wanted to charge more. They said they would transfer my data then wanted to charge R40. Eventually said they would transfer my music and then transferred someone else's - my music data base built up over some time and downloaded at some expense is just gone. I phoned customer care and I haven't heard a word since