Horrible service and bad attitude

My S4 which is still under warranty has been at Samsung for 10 days now and I am not getting proper response as to when it will be fixed. The consultant (Refilwe), i first dealt with sent very vague emails about a proof of payment i had to produce (I have taken the phone there before so i assume they should have that in record), i spent two days sending her emails asking how i can get the POP and her responses were very unproffesional and provided np way forward, and she stopped responding to my emails, the phone number provided rings and no one answers, I sent teh POP. I decided to go to Samsung on Monday and i was told they were waiting on Headoffice to confirm and i should come collect my phone on Wednesday, i went today and the consultant is basically telling me the phone has not been fixed and implies i can just take it if i have issues with that. Samsung should not say they offer a service and their turnaround time is 3 days if thats not the case, its been 10 days now and i have no idea when my phone will be ready and the manager who can maybe find out is not at work!