Email catch up comes first

On Sunday 8th November I went to the Vodacom shop for my cellphone upgrade, On Tuesday 17th November in the afternoon I got an sms to say that the phone has been delivered. I was away on business and was planning to collect upon my return on Friday 20th November which was in my mind well within the 14 days. On Wednesday I got a call from the store stating they got to sell the phone, I made it clear that I am out of town and cannot drop everything as I return to Cape Town on Friday and will make a special effort to collect immediately upon my arrival. On Thursday @ 08:50 I got an sms to say my upgrade had been cancelled by Andrea Folgado, I called the centre and Andrea was in a meeting, later the same afternoon I got an sms that a new order had been placed. Upon my arrival at the store to collect my phone I was issued with a service ticket and told to wait until I was called, about 15 minutes later we were called by an agent only to be told we have the wrong ticket, he disappeared and return later with a new ticket saying we have to wait in the que again, I said but this is unacceptable and requested to see a manger, only to be told the Manager is catching up on mails, I left ....