Great brand; Not so great service

On 2 October 2017, I took my Samsung J1 Ace cellphone in to Unitronics, Samsung Smartcare Center in Century City, Cape Town for a screen replacement. I paid upfront for the screen to be ordered and was told it would be there in 48-hours. I had to leave for Johannesburg on Thursday, 5 October and passed by the store on the day to get a status update on my order. I was told that they were waiting on a huge order which are coming in different batches due to a promotion they were running at the time.

I was in Johannesburg for close to a week and upon my return paid the store a visit again on Thursday, 12 October. I was told that my screen wasn't there yet, but that it is in the last batch they were expecting the following day. The consultant told me I would get a call from them the next day (Friday), or by Monday, 16/10 for the latest. He even made a photocopy of my invoice for his reference to follow up on it. I haven't heard from them all week and decided to swing by the store again this afternoon (Friday, 20/10/17).

The lady who looked into it this afternoon came back to me after a couple of minutes with the report that my order was never placed. She then promised to ensure that it's corrected and that it will be there on Tuesday. On Monday (23/10) coming it will be exactly three weeks since I placed the order, and think it's totally unacceptable that three weeks later I still don't have the screen, when I was told it would be there in 48-hours, and just to find out the order was never made in the first place.