Promises not delivered

on 1 Aug we upgraded our phones and took the new Oppo purely because of the ear pods that come with it. We were told that the ear pods would arrive in 14 workings by the rep in the store. It's now been over 30 working days and we have received nothing. All i get is that 475 people are waiting and we must be patient....did you have to be patient when you debit my account each month? nooooo. Kindly resolve this matter urgently.