Absolutely USELESS staff

I handed my cordless vacuum cleaner in for repairs on the 22nd of April, the handle snapped. I got my item back after 3 weeks, that’s after I called the service centre myself as the staff at Northgate store are clueless. When I got home I realized that the vacuum cleaner I received was not mine. The item was returned to the shop. It has now been another 2 weeks, not a soul has contacted me. When I called Northgate earlier today it finally came out that the vacuum I retuned is still sitting in the back room, for the past 2 weeks. Where is the good name of Verimark heading? What happened to the customer service they pride themselves on so much. Absolutely shocking!