Atrocious Customer Service from Samsung SA

Absolutely the worst customer service I've ever encountered, I ordered a mobile phone (Samsung A32) from them on 29 Sept and paid by credit card. On the 1st of Oct I got a message that it was dispatched. They never provided a tracking number so I din't bother until the 5th of Oct when I though this is taking too long. Spoke to a customer agent who gave me the tracking number and told me to check on CourierIT's website, which I did. Last entry on the waybil was that a case was opened at Boksburg Police Station for ******* so clearly the courier got ****** and clearly my phone that was yet to be delivered was lost in the *******. Since then it's been phone call after phone call to Samsung with agents promising to get back to me every time but today is the 14th and I'm still waiting for anyone to get back to me with any feedback as to what will happen next. I am sick and tired of excuses, this is a matter between Samsung and CourierIT and yet here I am still with no phone, no refund or any concrete answer as to what's happening next. In my business if I send something to a client and it gets lost by the Courier who I have a contract with, I immediately send a replacement part and sort out the claim between myself and my courier company and various insurances without causing my client any delays in receiving his product. Is that too much to ask from Samsung SA?