Upgrade cancelled due to unknowledgeable staff at store

I am extremely dissapointed in the service of the consultants at Telkom mobile store at Eersteriver Shopping Center. I have been waiting since November for my Iphone13. On the 17 Dec they advised the Iphone 13 has finally arrived. I went after work to collect and queried why the phone was not on the top up. The agent advised she will put it through as a top up and cancelled the order. Only after she cancelled my order they advised that the deal does not come as a top up. So resulting in the order being cancelled and me not receiving my phone. The agent clearly had no training or was not aware that Iphones does not come with a top up deal. Cos of the agent not having knowledge of the top up and Iphone strory, she cancelled my order. Now i am being sent from this one to the next. I emailed the customer care number and was advised the cancelled order can be reinstated. The store is advising the cancelled order can't be reinstated. This is highly unacceptable as this phone is a gift for my son for Xmas which is 6 days away. Cos of the unknowledgeable staff at the store my son won't be getting his gift! Waiting for almost a month for a phone only to be told sorry we cancelled the deal and now you not getting your phone. My question is if the phone was at the store when I went to pick it up and they cancelled the order, what happened to the phone? Why can't the deal be reinstated as the phone is supposedly at the store. How do I explain to my kid sorry the store made and error so you nothing getting your wish list? The store says one thing and the customer service says another. I am extremely disappointed.