SHOCKING screen repair experience!

I booked my phone in for repairs on the 12th of December 2017 at SAMSUNG SMARTCARE WC. It took them 10 days to send a quote on repairing the phone, which I accepted and paid (as they would not continue repairing the phone without payment). I asked for an invoice to be able to claim from my insurance which they have promised to send over email, upon which I am still waiting (it is now the 3rd f February)! According to the friendly agent at the V&A Samsung store, Smartcare has not even started repairing my phone more than a month after paying the quote.