Poor service

I have ordered the R309 deal online and a consultant called back and did the application. We confirmed the order for R309 and not just the phone. I have only received the phone and NOT THE WATCH. I went for the deal because of the watch. I called Telkom and was advised the device delivery is delayed then I called after 2 days and was advised they will send an email I have sent an email as well there was no auto reply in terms of turn around time. I have called again after a 24 hours and was told to call Huawei ***8 myself and give them my order number ***A. I called the number the number does not exist called back again to advise the number does not exist. This consultant explained she needs to confirm if the order included the watch and guess what the order did not include the watch and I have opened the package to see if it is in there she has sent another email I am not sure how many days this is going to take to get a response or will the watch ever come i am dumb struck how an online order can be completely be missed by a consultant really.