Estee Lauder poor advertising

I placed an order with Estee Lauder and qualified for a gift but never received it. I logged a query with Estee Lauder and they kept saying two boxes were sent with the same tracking number which didn't make sense. I then provided them with evidence that only one box was handed to the courier company and this was their response:

"There was probably an error in packaging or shipping.

However, unfortunately, we cannot resend the gift, we can only provide you a sorry code, which my colleague has already did".

So now there was an error with the packaging or shipping which seems it was never sent as they claimed prior to me submitting the evidence.

I did what was required to qualify but Estee Lauder simply refuses to complete their part.

Please don't advertise something if you are not willing to fulfill.

Other customers have complained on their Facebook page as well about not receiving their full order.