Customer care centre without any care

I tried to drop off my Samsung Galaxy S6 at the customer care centre in Constantia but after waiting 2 hours, I decided to try another day. My wife dropped of the phone on 18 April, it is now 3rd May and I still have no phone. There is no communication with the client, we never received any messages or calls and I went there twice to find to try to get my phone back as they never answer their phone. I still don't have my phone. THEFT??? I will never buy a Samsung phone again. Here I come Sony.