Incorrect item followed by extremely bad service

Two weeks ago I received a call from the Retentions Dept. informing me that my contracts were due to end and they could renew these telephonically and deliver the phones to me. I specified that the one phone was a gift and therefore I wanted Champagne Gold. Portia assured me that this was available and should there be a problem I will be informed. On 18 May a silver phone was delivered which I did not accept. I called the number listed on the invoice to explain the issue. She did not seem to interested & said someone would call me - I phoned her twice thereafter that days and still no joy. I called back on the 20 May and left a message for a supervisor to call me (they were unavailable). Still no call by the 22 May so I phoned and spoke to Jarrod (a supervisor) who said he would investigate the bad service (this is the issue - I can understand an out of stock but will not tolerate bad service) and call me back