Is this some kinda joke?

After having a iPhone 8 for the last 5 years, it was time to get the battery replaced so I decided to to make a online appointment & take my phone to the IStore in the Table Bay mall in Sunningdale on Sunday, 1 December. (Iphone wants you to take the phone to them to replace the battery right!?) On arrival, the person that assisted me, notified me that unfortunately their technical team don't work on Sundays but we can do the necessary things to send the phone away on Monday to get the battery replaced & everything should be smooth sailing & I should get a phone call on Monday afternoon to come pickup my phone. Great news so far right? What was to follow to now as I am writing this message, I am dumbstruck as to how poor & bad this experience has been so far (& still continuing). Firstly, at no point (since Monday) did the Istore bother getting in contact with me & to keep me updated on the progress of my new battery. Today is Thursday & I received a email from the service centre that the unit was not repaired & they are returning it back to the Istore "as they requested" since the service centre do not have stock for the battery. The repair will be done in the store. - Bukiwe

This reply raises even more questions... why did they send the phone away in the first place to the service centre if they don't have stock on iPhone 8 battery's? why did they not just do the repair in the shop in the first place? We are on day 5 of my phone being with the Istore & there has been NO progress & NO communication. This after I was told this whole experience should not take longer than a day... THIS IS COMPLETELY UNACCEPTABLE & I want this sorted asap. If I knew this process would have been so long & bad, I would have just taken it to a normal shop to get battery replaced.