Shocking customer service

Shocking Customer Service at Game Bayside Mall! I sent a microwave under Warranty in for repairs 3 weeks ago, and was told that we would receive the microwave back within 21 days. On the 21 day mark, I tried calling Game Bayside several times, only to be told that we just have to 'wait and see'. As I explained to customer services, I understand that there are extenuating circumstances that could lead to the delay, and am happy to wait but need to know how long I am going to be sitting without a microwave for (1 week, 2 months, 6 months?). Still, I receive no useful response except 'When you get the sms'. According to Games website 'If in the event your repair takes longer than the stipulated time of 21 days, you will either get a replacement of that item with the same of similar model or your money back.' Yet I was told they will not replace or reimburse me. Anyone looking to buy a microwave, I suggest you rather support companies such as Tafelberg furnishers, where the staff are competent, helpful and friendly.