Atrocious customer service

My Step-Dad took out a contract with MTN for a Samsung Galaxy S9 with a Samsung Gear Fit 2 about a month ago. After collecting the phone he was told that the watch would be delivered within 14 working days. It has been over 20 working days and he hasn't even received confirmation that his order is out for dispatch, let alone delivery. When he tried to follow up he was told that "He'd be contacted soon". This is absolutely disgusting customer service and I find myself on this site as all other means have failed.