Unacceptable ****omer relation regarding new Apple bevice factory defect

Terrible service and complete disregard for the customer and service regarding a defect of a brand new device!!Upgraded my iPad 2 months ago, there was a problem with it reading my simcard, took it back immediately, booked it for repairs. 6 weeks later no news, when checking in they could not fix it? iPad was sent back unmarked and left in the back of the shop with no notification to us!!! According to them they don’t fix iPads? Surely this is a warranty claim from Apple if they don’t fix it? Terrible service and still no feedback regarding the repair after sending it back a second time?? This is a brand new device, there has to be some way of replacing it or getting it replaced from Apple if its brand new and they don’t work on Apple devices?