Samsung still not back after 21 days.

So my mum took a Samsung microwave that was not working properly on the 28 August 2020 to Somerset Game store. She went after a week or 2 and they said it was not back it should be +-21 days. Fine last week, I called and was put through customer service spoke to a lady and she said will check and come back to me and she never did. Last week after counting that it has passed 21 day, my mum went to the store on 29 August , the lady remembered that I called and said she had misplaced my number. She then said she can't find her documents and that she will call. Yesterday 30th my mum calls same lady says that she has not forgotten about her, she will contact her. Her name is Akhona. Today 1st October still no feedback. My mother name