No feedback on whereabouts of my device after upgrade

I upgraded on the 3rd of February and was told I would receive my new device within 3-7 workdays. It is now day 15 (workdays) and not only do I not have my device, but it is IMPOSSIBLE to get any feedback what so ever. When I phone the number they provide, and follow the prompts, I either get cut off or get transferred to the correct department until I get cut off. Emailing customer services has also been to no avail and after at least 4 emails the most "informative feedback" has been "Please note that your order was not delivered because it has been booked". What does that even mean??