Poor customer service

I have experienced both poor connectivity as well as poor service from the consultants at rain. I upgraded my router to the 101 a week ago hoping for better connection, while speaking to the consultant over the phone I selected a charcoal grey skin for the router but received a cream white/ light grey skin. I phoned to complain and was given a ref number and promised that a driver would deliver it. Following up a week later I am told to go to their nearest shop. I advised the consultant that I can not go to any of those shops I am heavily pregnant and not willing to strain myself for their mistake.