Bad service

I'm trying to do an upgrade, but I have to wait forever for the phone. I did an upgrade on 07 December. They informed me that the smart watch will only be available on the Friday. On Monday 13 December I phoned and was told the watch is available, but not the phone. For 2 days I tried to call the call centre, but the phone lines didn't work. So eventually on Friday 17 December I did another upgrade with a more expensive phone that is in stock. But now they keep telling me it take 3 to 7 working days to send the phone. Why?????? Don't they want the us as clients????