Did not upload Sim Swop

I went to the Vodashop at Vodaworld to do my upgrade, as the new phone takes the nano sim card I had to do a sim swop. I completed all the forms and left, 24 hours later my new phone was still not working so I called the store only to find out that there was no record on their side of the Simswop being done, they informed me that I would need to go back to the store with the forms to show that I had in fact requested it. On chatting to my colleague she informed me the same had happened with her upgrade at the same shop, and that they never helped her, she advised me to phone 082111. Why could the store not tell me to do this rather than saying that I had to go all the way back in?! All when they didn't do their job i the first place!