Bad customer care. Delays in device fix

I took my phone to Huawei Melrose centre for repairs on the 13th of May and I was told the process will take 2-7 days. I called the customer care after 7 days (20th of May) and I was told that the phone is still being fixed and I will get an SMS when it is ready for collection. Made a follow up on the 21st to get to the bottom of the delays and the customer care said it is because they had to order some spares. It is the 24th now and my phone is still not fixed and they show no sense of urgency and the customer care keeps on saying I should wait for the sms. I've called Melrose arch repair centre and they are not answering the phone.