Cell phone upgrade - poor service

Order for upgrade was placed on 27/1/2016. Up to today (11/2/2016) we still have not received the upgrade handset. We contacted MTN who told us that the handset was delivered on Friday 5/2/2016, however it was not delivered to our address. We still have no handset. We are dealing with Phineas who is trying his best but cannot give us any idea when the handset will be delivered. He told us that the courier company has not come back to them regarding the handset. He also told us that they cannot send us another handset as the handset was already allocated to us. This is nonsense as they can just send us another handset and sort out the issue with the courier company later. We also tried to speak to a supervisor but were not successful as they are apparently in meetings. We are now held at ransom by MTN and the courier company as they cannot resolve their internal issues. All we want is the handset and we are not concerned with their issues. Our business suffers loss due to incompetency by either MTN or the courier company or both.