Very very pathetic service

I handed in my blackberry z10 phone to this store that was bought on a Vodacom pay as you go for repairs as the phone said error and needed to be sent back, I was phoned twice in the week to collect the phone, I get there and the phone is not there but they need the purchase document, I get a call again saying the phone is fixed I can come fetch and I get there and the phone has not been fixed, it has not even been sent away yet. Got promised that the phone would be back Monday and today is Wednesday and I still have no phone, this is really pathetic and I am losing business because of this and they have not even offered to get me a phone to lend while mine is away, it has now been a month that the phone has been sent away???