Not receiving service/goods after payment went off

I ordered a future hood LTE deal. According to the terms and conditions I should have received my router today. I have send 3 mails to the sales representative (Mbali) since last week to try and track the order and I was completely ignored. I phoned this morning and after over 10 minutes on hold I finally got through to a sales representative (Raymond) that told me they experienced an issue last week and now I might receive my device the end of this week. I told him I am unhappy about this and I want an email to state this so that I have proof. He then put me on hold and after 10 minutes the line cut. I can not see how it is acceptable to make your clients pay for something they are not receiving?