Customer complain unfair treatment

On the 1 December 2023 I received my phone parcel, on the 5 December I sent it back to woolworths at Liberty mall Pietermaritzburg and I was assisted by the lady Renusha. The lady told me she will send it to Mtn ( collection number *** till to date I haven't received the phone back. I asked her about the policy that says if the phone is not alright within 7 days they change it, she said because it was bought online.

On the 20th December I went to the store because I was not getting any feed on the progress I found her with the store manager Thamisanqa they told me that they will make a follow up and update me. Yesterday on the 5 January she told me that at Mtn they have a stocktaking that why it delaying. It clear they don't care about customer needs, the whole festive I didn't have a phone.