Incapable staff

Received a LG phone in November on contract The phone has issues with the charging point Went to the store on the 5th of Feb and was advised its covered by warranty but I need the box and all the accessories. Returned to the store on the 6th with everything now all of a sudden its not covered by warranty because of a few scratches on the back The staff is totally incapable and does not listen to customers Clearly Mtn is not concerned to loose customers