Can service be worse than this

I bought a cellphone online for pickup. I got an sms confirming that my order is ready for pickup in Fourways. I called Fourways to confirm but was put on hold for a long time. Eventually I drove to the store and I was told that there was no stock. I was advised to go to another store which was further still or wait for stock. I sent Hifi Corp a messenger since it says they typically reply within an hour hoping they could get me a phone to a branch nearer to me as I couldn't go back to Fourways again. They've sent me messages and e-mails saying they'll call but nothing yet. They have my money and I don't have the phone.