Samsung S8 repair

I booked my Samsung S8 for repairs at the Campus Square MTN on 21st Dec 2018 and I was helped by Janelle. I received very good service from her, at that stage I knew it would take a while as this was during December and it may take slightly longer than usual. On 28th December 2018, Janelle contacted me and gave the quote for repairs at R4939, I rejected the quote and asked my phone be returned. When I called Janelle, I was advised that the phone is still at Samsung South Africa and has been booked out or request for return was made more than two weeks ago but the phone still has not been delivered to the store for me to collect. Please, could I understand why this process has taken so long for to have my phoned returned? I have received good service from Janelle but Samsung South Africa has taken to long in returning my phone!!!!!