battling to get my upgrade

I have been a loyal customer to your company for 5 years, but I am very unimpressed and disappointed with the service I have been recieving the past view days. I am due for an upgrade so I went in to the store to sort things out, unfortunately there was a system error, the sales person said that he sent an email to support about the problem, and that I should come back in 72hours. A few days later I went back, just to arrive to the sales staff that tell me they can't find the phone that I am supposed to upgrade to. I was told that it was a Huawei Ascend P7. I was sent home with forms and told to come back the next day. So I went back yesterday just to find out from the supervisor/ manager of the store that the problem from the first day that I went in still hasn't been sorted out and that I can get a Sony E3 when I get my upgrade( not the Huawei Ascend P7). I was told to go home after about two hours of waiting and I still havn't heard anything from the store. I am currently without a phone and very dissatisfied with the service.