Unsatisfactory Customer Service

I took my washing machine in for repairs, took Grahams 4 days to provide a quote for the repair. The same day I accepted the quote and paid them a 70% deposit. Since then whenever we phone to get feedback, the lady who answers the phone takes a message and says someone will call back, this call never happens. It is now 10 days since the deposit was paid and I still have no idea as to the state of the repair.