Bad service

I gave in my phone for repairs. I had to find out myself where the phone gets sent to because they say a courier collects is and they dont know where it goes...... It phoned the company that repaired my phone and they have sent it back a week and a half ago (today) the manager said she would let me know what is happening on monday and ive heard nothing and best of all they dont answer their phones either. At this point my phone is lost and not even they can tell me where it is.The manager says it has nothing to do with her..... Is that not her job.