Complaint

Good day....I purchased a microwave in the year,I took the microwave in due to a complaint on the 15th of December and they would get back to me in a week,which is on the 22th December due to the fact that the suppliers and stuff are closed and they looking for my receipt as I took my bank statement....I'm still waiting for them to contact me and I contacted them today spoke to a women at reception with the name of Jamie(game kenilworth centre) she put me through to customer service 5 time waited 10 mins and still they never answered ,she then put me through to the floor manager I waited on the line for 5 mins and still nothing...I really need to know what's happening as it's very wrong for me to wait and call all the time and never accomplish anything, I'm disappointed by the satisfactory of game stores services...