Essence PR package support let me down.

I recently won a essence competition for a pr package that I came across on tik tok .I completed the prompt, however essence did not contact me. I then decided to send an email to essence and I was pleasantly surprised when they rep**** within a week . In the email I was told that it was the German branch that held the competition but the cape town branch contacted them and they were sorry for my inconvenience,they were just taking some time due to the large amount of people who also successfully completed the prompt . They then asked for my full name and mailing address which I sent and then they told me that my package would be on its way as soon as possible. I enquired about a confirmation on when but got no reply . This was about 2/3 weeks ago now. Yesterday I decided to check once again and still no reply so I sent another email to them with the subject being my support number (***9)they quickly rep**** with a seemingly automated response saying they would get back to me about my enquiry soon. However I am not happy about how long they took to simply give me a confirmation on whether I will be getting my package and when 2/3 weeks is a long time to wait just for a confirmation.

Thats when I decided to come on here hopefully to get some much needed explanation or anything really.