Worst service ever

My husband gave a phone in for a screen repair in Oct. Received the job number and called to accept quote, they said I must go into the store to accept. Drove there twice and eventually saw the technician who said the phone was fixed and on it's way back to the store(still didn't accept the quote by then). Gave them until the Monday and went back to the store. THE SAME GUY who told me on Friday morning that the phone will be there just said oh sorry, still at the workshop. Got a message on the 6th of Nov that the phone is in transit and will be at the store in 2 to 4 business days. Went on the 14th and the phone still wasn't there. How on God's green earth does it take that long to return a phone in the same city????? Just checked and it said still in transit. My son is a diabetic and needs his phone for medical reasons, but apparently nobody at Vodacom is clued up enough to help after being asked repeatedly!!!! This is getting ridiculous and I am not getting any answers