Bad Service Provider

Last year my husband app**** for an IPhone 11 Pro Max but when it was suppose to be deliver they didn’t cause the van got highjacked. We were advised to wait till the iPhone 12 Pro Max to launch then they will give us one. When we call it’s all about approval and color then it’s one consultant to managers with no solid answer on what’s happening. I mean 4 months battling with a phone ?