unhelpful staff no feedback regarding my repair

Good day I bought my blackberry from a game store in amanzimtoti & had it booked in for repairs on saturday as the phone was not charging and kept switching off. I was told I would received feedback by wednesday which was yesterday which until today did not receive. When I called the store the lady in customer services responded that I will not receive back so soon as its only been 3 days since the phone was sent through & receive notification after 21 days when the phone is back in the store! I understand that I was to be contacted to be informed as to whether the phone was repairable and if there would be any charges for the repair. Secondly I am paying insurance for the phone , also I need to know if I can get a loan phone until the time my phone is back from repairs as I am an Avon rep and I need a phone to keep in touch with my customers etc. I need someone to please assist me as it is very difficult and if I can't get any help I would much rather request that my phone be sent back to the store so I can have it repaired elsewhere at my own cost and have it back sooner than 21 days! I cannot understand why they have to take so long!