Pathetic service

I handed a TV in for repairs on the 15th of October, and was handed a slip that says if the product is not repaired within 21 days, it will be replaced or refunded. So today is day 21, but after enquiring about the repair status yesterday, I learned that the TV never left the store, because the person that was responsible for handing it over to a technician was on leave. I was told that they can give the TV to a technician on Monday, meaning I will then have to wait another 21 days for my TV. It has been a back and forth since yesterday, I've spoken to customer care, I've spoken to the store, I've sent emails, and no one is giving me a solid answer. All I keep hearing is that someone will get back to me. So I have phoned maybe 15 times, because no one is phoning me back. This is unacceptable. The stores negligence is not my problem, and I am now entitled to a new TV or a refund, but no one wants to give me the go ahead, everyone will just "get back with feedback". I'm sick of this now, I don't need feedback or excuses, I need confirmation that I can go pick up my new TV today.