Told to collect a router they never had.

I asked a cousin to call Edgar's vangate mall to ask if they have stock of the lte router. Shameez then told him that there was one left and she would give me a call to confirm the collection. She never did. I called 37 times over the course of the day and eventually got through to a rudewoman. I hung up and called back and then spoke to shameez that said there is no router and got to busy to calle back. So by this time I'm frustrated. I insisted she get me one from any other branch and said no one has I. The entire WC. I ask to speak to a manager so I could get what I was promised and to put in a formal complaint and was told she is a manager. I then ask to speak to someone superior to shameez and was told that the store manager is busy walking the floor and she will calle back. I refused as I knew that call will never come as in the first place shameez was to call me back earlier the morning. I said I will hold the line and she said I can't do that as she didn't know how long this manager will take and she has to keep the line open and if I don't put down the ph she will have to release the call. After a debate I still don't have the router promised by Edgar's. Please help!!!!