why hasnt my device been returned 3 days on ?

On thursday i sent off my Iphone 6 for a repair, apparently the damage to my phone wasnt covered by apple warranty, the advisors were not being helpful either. Anyway i was told my device would have been returned within the next 24 hours and it has been over 72 hours and still my iphone has not been returned. Why ? I am a very unsatisfied apple customer and Apple advisors are not helpful at all. I want to know where my device is and i would no longer trust the Apple support or repair services in future. Going back onto Samsung, Apple is too much hassle and problems, but they will never blame themselves for these issues and make the customer feel bad.