If the store clerks are uncertain then how on earth should I feel?

I am so disappointed and disgusted at the service I've been receiving from Game. I've always held your company in high regard but this past experience has changed my entire perception. I purchased a TV in November 2018 and on the 11th May when trying to switch it on there was power on the unit. I took it into game on the 13th May and was told it would be booked in and takes 21 days. I told them it was within the 6 month warranty and they said said it will be sent away as a credit assessment and takes 10 working days. I called in on the 15th to ask if it had been sent off already and was told it was not and they only start counting the days once it leaves the store. I called again today and the person I spoke to seemed so unsure as to what was happening I had to tell her. Now should these things not be on the system? I don't know where my TV is, the people at he store keeps telling me 21 working days and I have to keep reminding them it's actually 10 days. When I bought the TV you guys took my money immediately and didn't wait 10 days... This uncer*****y has left a bad taste in my mouth. I need clarity on what the heck is actually going on here.