Sealand Gear repairs is slow and confusing.

I own a number of Sealand bags, with their large 'Buddy Backpack' being a favourite.

A few weeks ago I arrived at work and placed the bag over a shoulder, the strap broke and I unfortunately couldn't catch the bag before it hit the ground. My hefty 15 inch aluminum Dell XPS was in side, it got damaged/bent and the corner of the laptop punched a hole through the backpack. I dropped the bag at the Sealand Experience store for repairs a day or two later, it has been there for 12 days now, which is fine. However, I've tried to get a progress update over the last week or so and they seemingly don't have a record of it, or even know if the bag is being repaired, and thus can't tell me when I'll have it back.