Poor customer service/ lack of feedback

We bought 2 phones at telkom brooklyn and one handset didnt have the ear buds and Kirsten committed to calling us when the earbuds are ready for collection. We went into the store twice already to follow-up and on one of the follow-up visit a gentleman committed that he will ensure that we get the earbuds and it has been over a week without hearing from any of the telkom brooklyn staff. The sad part in all this is that we never receive any updates and even after a commitment by Kirsten's colleague that he will call us back on Monday 8 July 2024 all this in vain. What is so hard about the option to check with other telkom stores as you suggested today when I contacted you?