bad customer service, TOTALLY ********..

Booked in my Samsung S5 within 7 days of receiving it they booked it in, haven't gotten any feedback from them, now the obf department is saying accessories are missing.... nd they can't do anything unless that department approves it.. it's been 8days since I booked it in. Need this to be solved asap.. every time I call they say they will have answer by the next day. Cannot give me a straight answer or a solution