redeem accessory voucher

I redeemed my SAMSUNG s10 R500 accessory voucher, ordered my pouch and paid the difference, got my payment conformation via email with my paid order number ( CEL***). Its days today and i called, the lady told me that my pouch was not dispatched as yet and they need conformation of my payment, i think they have no idea of what they are doing and SAMSUNG is making a huge mistake using them as a partner. I have also spoken to the manager who is also useless. NOW ILL HAVE TO WAIT ANOTHER 5 WORKING DAYS TO RECEIVE MY ORDER.