Repair not actioned and no feedback provided

I took my phone into the Hyde Park brand to have the cracked screen replaced on my iPhone 6. I was assisted by the store manager Matthew who told me that I should have my phone back within a week (being Tuesday 14 April). I called the store to find out if my phone was ready and no one in store was aware of anything and nothing regarding my device could be picked up on the system. I was told to contact the place where my phone is being repaired directly so they could provide an update. I called the centre/branch where the phone is supposedly being repaired only to be told that the hold up is from the Hyde Park store side and they confirmed that they had never received my device. Furthermore the request to book my phone was only actioned on the Thusrday when I was told that it had been booked and confirmed whilst I was in the store. I subsequently the store yesterday spoke to Matthew who said he would call me back immediately with feedback, to which he failed to do so. When I tried calling back the phone was engaged for the rest of the afternoon. Called again today and Matthew is not in store and my device is no where to be located within the store.