Best service ever

I bought a leather bag on sale from Cape Union Mart online. I wanted to surprise my wife, and seeing that they had the option to wrap the gift. Then i saw add a note, things i never do, so i loved the idea. To my surprise, ni wrapping and no note. When i called in to ask about it i was informed they will send me an email. I have not received and email and its been a week. I went online and submitted a request for a call. Still nothing, is this how you treat you clients. Thanks for the great service Cape Union Mart.!