Worst service ever

Las yer I handed inn my T17XL multitool in for repairs I was told t5hat it was going to take some time to get sorted as it was year end and I understood. To my surprise I was contacted early January and told that the product will be replaced but they at Woodlands don`t have stock and had to get it from The Grove branch and because it comes with a driver its going to take 1 week although the branches are about 5km apart. A week later all excited I went back only to be told that the driver is not back from holiday. After another week I went back only to be told that the driver now is sick. One of the managers offered to pick up the item after work and that i can come the following day. 5 min later I received a call telling me that the arrangement will not be possible as the driver already picked up the item and I`ll that he will delliver it the next week Tuesday. Yesterday (Thursday) In thought I`ll go back as I did`nt received the promised call. Again I was told that the driver did not deliver the item. They promised to give me a call. Im still waiting. Is this normal business practice because I think it is pathetic. The service is really the worst a ever experienced. Can someone please HELP. Does it really takes 4 weeks ton deliver an item that was picked up les than 10 km away.