Go in person. Sit down in the office and explain that you are not leaving until you speak with this guy. Do you have a written contract that says they will provide you with two reels? If so, you can threaten small claims court for their breach of contract. If all this sounds too stressful, turn it over to a friend with a letter giving them power of attorney for this particular problem. ANYONE can be an attorney, and it's amazing how hearing "my attorney will be calling you" can make some businesses suddenly get their act together!

Also - get everything in writing! Write down when you call them, what they said... when you visit, how long you had to wait... EVERYTHING!

Hang in there! They do not have the right to treat you like this!