Most pathetic customer service

The most frustrating customer service I've come across. I ordered a cellphone almost 2 weeks ago, On Tues 22 December, was informed to collect it at the Port Elizabeth Showroom, and when I got there it was nowhere to be found. I was adviced of the Manager who received the parcel, and would be in store in the next hour or so. Nobody bothered to contact me the whole day that day, until I had to call them and was given a lame excuse that they are still look for the phone. The manager was not there to take my call.To date I'm not receiving any feedback or any courtesy call to update me on the matter, instead I again had to call them on the 24th,was told it is a long weekend, and I will be assisted today the 28th. AGAIN nobody has bothered themselves, when I escalated the matter to HO, still nobody could assist me, I was advised that no manager can take phonecalls due to Covid-19 restrictions. And once they have done internal investigations, they will provide feedback. What happened to customer comes first, so the customer must be inconvenienced due to store negligence? What poor service is this, what happened to real time problem solving, Batho Pele principles.