Poor Service

I took my S7 edge to Mall Of Africa repair center as I wanted to claim an ADH repair on my screen. It's been 4 weeks since and I am yet to receive my device. When we call the Samsung store at the mall there is no answer. When a lady by the name of Lebo answered and we asked why aren't they answering their calls, she says "I'm only 1 person and don't have time to answer the damn phone " and hung up. We tried calling back with no answer. We went to the store itself and Lebo was on lunch at 7pm. The other assistant, Busisiwe was very rude and unfriendly and refuse to assist. Is this the type of service I'm supposed to receive from Samsung? I still do not have my phone! Do I now need to contact a lawyer to deal with this?