Trying to upgrade my cable box has led to the worst experience

I will start with my question, then explain my experience.

Is the xfinity chat agents completely lying to customers? Will I ever get my 4k box? 

On January 27th I used the Xfinity Assistant to contact an agent to upgrade my current cable box to a 4k cable box. I attempted to do this myself, but nothing xfinity has for upgrading your equipment gives the option for the 4k box. Also let me say, I have been to my local Xfinity store, and the wait and service is terrible there, so I was trying to avoid that route. The agent I spoke with on the chat send they would send out the 4k box and it would arrive in 1-2 days. No order number or confirmation email. Box does not arrive.

I contacted support again through the assistant on Friday January 31st. I explain I have not received what I ordered, I was told there was a "glitch" and my order was not placed. This agent assures me the box will be sent out right away, and they will send out a confirmation email. They also provide an order number. Again, I receive no confirmation email, and the box does not arrive.

I contacted support again through the assistant on Tuesday Feb 4th. The agent cannot find my order with the number at first, then after a few minutes "finds" my order and says it is on its way. I ask for them to send me a confirmation email so I can track the shipment. They agree. I still do not receive an email or the 4k box.

I contacted support again through the assistant on Friday February 7th, and again the agent cannot initially find my order with the provided order number. Again after a few minutes, they "find" my order but say it was not sent and would be sent out. I request a tracking number, which I am told there system was down and they could not provide that. So, I tell them I still have not received any email confirming my order. The agent assures me I would receive an email within 30 minutes with my order info and tracking info. I again, have not received any email.

Just for the record, the chat history was present every time I talked to an agent, but I had no way of saving the entire chat.

I cannot believe the incompetence and outright lying from these agents. It has been 2 weeks+ and I have not even received an email.