I ordered a refurbished iphone 6 which arrived and...

I ordered a refurbished iphone 6 which arrived and looked to be in great condition but the sim tray wouldn't open, therefore rendering it unusable. They have now had it back since 23rd March and I am still waiting for a replacement. I am constantly getting fobbed off by different people who don't seem to look at what other colleagues have said, either repeating questions or contradicting earlier messages. Despite apparently being placed on a priority list over a week ago they have still not dispatched a replacement. This was supposed to be a birthday present for my daughter whose birthday was over a week ago. Terrible service.

Edit 13/04/18: After a lot of chasing, this issue was eventually resolved and I received the phone yesterday and it is fine. Glad to say I was called and they did redeem themselves a little at the end but overall disappointed with the time and lack of communication.