CELLPHONE NOT RECEIVED FOR 3 WEEKS AND NO ONE IS U

I app**** for furniture ,and the package included a BLACKBERRY Z3 cellphone, i received the phone but it wasnt in a working condition, i returned it back and they said they will look into it, a week passed and i phoned in because nobody was updating me and i told them i wouldnt have requested a phone if i didnt urgently need it, i spoke to the Manager(male) who then passed me through to a lady by the name of HEIDI(SPELLING ERROR) AND SHE PROMISED THAT BY WEDNESDAY SHE WILL PHONE ME, i relaxed because i didnt want to put any pressure, wednesday passed still nobody phoned me, i decided to call again and requested to speak to the manager ,they took my number and said they will call me back, they did call back again and the LADY i spoke to said the problem is with VODACOM but definitely on wednesday AGAIN, which was then last week they will phone and ill come and pick up my phone, wednesday passed and today it is MONDAY again nobody has contacted me, month end i am expected to pay for these goods and surely if i dont pay they will come and take the goods, BUT WHAT HAPPENS WHEN IM RECEIVING SUCH SERVICE?