Really disappointed in the service from Samsung Smart care Centre in Century City

I sent my Samsung S7 in for repairs almost a month ago and I truly do not understand what is taking so long for me to get it back, when I was promised a turnaround time of 3-5 days. What's worse is that I am always told that there are no loan phones to give out to customers, but they think that it's acceptable to keep people's handsets for so long. After trying numerous times to call in, I have been told on 2 separate occasions that they were waiting for parts to arrive for my phone, but this was 2-3 weeks ago! My emails have gone unanswered. I resorted to driving to the Smart Care Centre again earlier this week, and was again told the same story- although the consultant could not confirm if the parts had even been ordered! How could they be waiting for parts that they have not even ordered yet??!! The consultant promised to call the next day (12th dec) with a status update, but I have heard nothing since. I now realise that this was merely a tactic get rid of me for the time being.

I am appalled that I am seeing so many similar complaints because I had always thought that this Smart Care Centre had reliable service. Is this really an acceptable in which your customers should be treated? I need an URGENT status update on the repair of my phone and I expect to have it back very soon because the possibility of letting them keep it until NEXT YEAR is ridiculous to me. My service order number is ********** 696