Disgusting service from Huawei Service centre Melrose Arch

I went to the Huawei Service Centre at Melrose Arch on 27.12.2019 to book in my phone for repairs. After waiting in line for 1.5 hours, I was seen to by a lady (didn't get her name, short hair.) that couldn't greet or assist me in a professional manner, after explaining that the issue she advised the phone will need to be assessed and then a quote will be sent, this usually takes 5-7 days, I have not received a quote to date. I called the service centre on 03.01.2020 thrice with no answer, I then called the call centre, I was advised that the call will be escalated which takes 24-48 hours, I also sent an email to the mobile contact for assistance. they asked for details I had already provided in the email, then comes back to tell me I can check on my device using the care app, I did this and it stated "Dear Customer, no search result of repair record in the last 6 months" it is now the 4th week that Huawei has my device and NOTHING has been done, with no word from the service centre at all. Their service I received was disgusting, first from the lady attending to me to the email responses to the lack of communication. The only service I was happy with was the call centre agent as she didn't lie to me. I want to know what is happening with my phone???? I admit that I love Huawei phones however this experience has certainly put me off.