Pathetic Service

I booked in my Samsung s6 on the 4th December 2017 of which I was told on the day that repairs takes 4-5 working days. One the 4th day after booking it in I called to just follow up and was told they waiting on the parts for the phone, I called again today (15.12.2017) which is 2 weeks already, and was told the exact same thing, they still waiting on parts ~ how longer does repairs really take?? I wasn't given a phone to use and I don't have any more time as I'm leaving abroad in next week....I spoke to Caitlyn and she couldn't answer me when parts is expected and advised I couldn't speak to her superior!!

I NEED A URGENT RESPONSE!!!!!