Dissatisfaction with Clinique call centre agent and manager

I ordered items from the online site and I qualified for a moisture surge must have gift set which was not in my package when the items were delivered. I called the customer care number requesting to speak to a manager and I was told the manager will not speak to me because that is not procedure. At the time of purchasing the items, the gift set was in stock. I should have been given the gift set as it is part of my order.