Pour Service and ignoring the CPA Act.

ok so number 1. my wife handed in her phone to vodacom cresta on insurane as it fell in water, they only sent the phone to the repair center 7 days later. then 7 days later i had to phone the repair center to find out whats happening as they did not contact her. 7 days after that they contacted her to say she can get a new phone. 2. she went to cresta vodacom to get a phone and they showed her 2 option and she chose one but was not to shaw about it , took it home WITHOUT opening it and thought about it, in the end she decided to take it back without even looking in the bag. the one sales man said "Oh i See its not even open or touche but we don't accept returns. another sales rep spilled some story that she has to take the phone and after some back and forth his final argument is. "We don't accept returns and the CPA acct dose not exist in this store, your purchase is final i don't care" and walks off. on the web site is states totally different and its the same day only a few hours apart she returned the phone...