Poor service, poor communication

My husband took his Samsung phone in to the Samsung shop at the V&A Waterfront on Monday 14th August. He was told a quote would take 2 or 3 days. It took a week (and a phone call to chase it). He paid the service fee on Monday 21st August and 2 1/2 weeks later is still waiting for the phone. Calls to the service centre have been unhelpful. Staff respond impatiently and pass off his enquiries with comments like "we've got a backlog" or "you'll hear from us when it's ready". This is a standard repair to a screen. There is no reason it should take nearly a month to be fixed. And no reason why he should not be given a clear indication of when he can expect delivery. Quick to take money but VERY slow to deliver any reasonable service.