vodashop with bad information

I claimed for a ****** phone at the vodacom insurance and i was told to take my reference number to the nearest vodacom store and they will give me the cell phone I claimed. I went to the vodashop at mountain mill mall in Worcester to collect my device and was told that I will contacted when the phone has arrived as they needed to order the phone. I received that call this morning and I was asked to come collect the phone. When I got there, the employee first asked me to sit and wait, I waited 30min while she was busy on the computer. Then she came and told me that I will have to come back again for the device because they don't have the paper work from the insurance yet. I told them I will not be able to do that. She told me that the insurance call centre in closed and they can't get the paper work today, the time was 16:50. I left there with no device, just confusion and frustration. I have a 1month old baby, I do not have a sitter to take care of my baby at my absence. All I want is my phone. How hard can that be?