Unacceptable service from Makro

My mother took in an iron for repairs on the 16th of April,we were told that withing 21 days we should have a response, but up until now I have to call in so that I can get my updat and they are always waiting for spares, so please can you tell me how long does one need to wait to get their goods back . There are no calls from them to update you on what's happening. I would advise you not to get electronics from game as if they break you will wait for a very long time until you get them back. It's been a month but nothing has been done