Poor service

I have been trying to upgrade and get a new phone for about 10 days now.After being send the wrong phone I was promised that I will get the correct one by Wednesday 17/06/2015 which was yesterday. After phoning a couple of times, I was told that they are off line. If they are online again they first need to reverse the transaction and then create a new one so that I can be able to get my new handset.What happened to good customer service? Until when must I wait? I need to get feedback or are forced to go to another service provider.