POOR SERVICE WITH ONLINE ORDER

I am very upset with the service I've received from Clicks with my online order. I ordered an expensive item that was on buy one get one free promotion. I did not receive my free item when I collected my parcel at Clicks Lambton. I tried to order 2 but when I wanted to pay online it wanted to take the whole order for payment. I've sent numerous emails to the customer care requesting assistance but I just receive the standard reply of "it has been escalated to our online department for assistance". This has been going on for a month now and I still have not received a satisfying reply.