No stock for 3weeks and no feedback!

Completed my upgrade via the phone for saving in costs and also free delivery. I told them wanted to go into a store and do the upgrade, due to the urgency of the device i require and that the store would have stock. They convinced it wont take longer than a week and i'll have my device... Almost 3 weeks later i still have no device! No feedback and told today their system is off and cannot track any orders... Previously I was informed my order is in backorder and they only expect devices on the 29th Jan 2015! and yet no feedback, device or good service... How long will this continue??