Two different response to one complaint

On the 26th March 2015, a parcel was delivered by the courier company. When the parcel was opened, it was found that only a headphone set was delivered.<br> <br> I immediately contacted the HomeChoice (Pty) Ltd and spoke to a Customer Care Consultant by the name of Simphiee and questioned him as a headphone set was delivered instead of the Gravity portable gaming console which I ordered. He told me that the headphone set was a gift and the Gravity portable gaming console which I ordered was dispatched separately. Just when he was about to give me a reference number for complaint I lodged, the telephone went dead.<br> <br> Later when I contacted HomeChoice (Pty) Ltd, I spoke to another Customer Care Consultant because Simphiee was not available. The Customer Care Consultant told me that Gravity portable gaming console and the free headphone set were supposed to be dispatched together. He then told me that he would email me a document which I need to fill and return for my complaint to be resolved. I am still waiting for the said document.<br> <br> Two Customer Consultant, two different response to my complaint Makes me think.<br> <br> <br>