Repair Incompetence

I booked in my device with the Pavilion store on 31/03/2019. I called the repair center yesterday (08/04/2019) to do a follow up and I was advised by 3 consultants that the device was still awaiting collection from the store. So then I went to the store and was advised that Vanessa, who booked the device in, had to re-book the device in and it was to be collected that afternoon and she would call me by the end of the day. I have yet to receive any call from her, neither did she advise me that there was a problem with the initial book in. I called the repair center again this morning and I was advised that they are still awaiting collection from the store. So how much longer am I supposed to be without a device because of *********** staff IMEI - ********** ********** 7, Huawei P20 Lite