The antenna on my son s iPhone 7 somehow broke so ...

The antenna on my son s iPhone 7 somehow broke so we took it to this store, over 2hours away from our home, to get fixed. It was determined in store that the phone needed to be shipped out for repair so we accepted an iPhone 6 as a loaner. It was estimated to us that the repair may take two weeks but could be more or less time. More than 5 weeks later, I received a customer satisfaction survey via email but never heard anything from the store. Today I finally call the store to be told that they emailed me 3 times, none of which did I receive, and that the phone has been abandoned and there was nothing they could do about it. So, I called 800MYIPHONE in hopes of a better answer than unfortunately, there s nothing we can do.
After 45 minutes and ultimately being transferred back to this store, Apple is obviously unwilling to try to make things right. Perhaps, if the loaner were the same model and same amount of gigs, I would be willing to call it even but it s not. I ve paid full term price for a 7 and have a 6 to show for it. No offers to do ANYTHING other than pass the call off to the next person. Apple seemed to have info about other phones on our account but the Apple Store only has access to what s on the ticket. Apple was able to get a satisfaction survey to me but the store couldn t get an email to me. Perhaps Apple should work on integrating their own business systems and customer service before anything else.
With the camera on my own 7S now malfunctioning, it looks like android will get another opportunity at my money.