What customer service?? Store not contactable - Telkom Direct Clearwater Mall

Ordered an upgrade on the 25th November, back to the store on Tuesday 29th November was told I would receive my order before end week. It is now another week later and still no contact. I've been dialling every day numerous times, phone constantly engaged. Telkom Direct Clearwater Mall, agent Phuti. I'm supposed to be a "VIP client" yet this is the treatment.....not impressed! I've already driven there twice - do I need to drive there again to be told for the 3rd time my order is not ready?