False advertising and poor customer service

I ordered items over the value of R2000 after discount, on 25 November in order to qualify for the free gift that was advertised as I wanted the travel sizes to use on a trip I am going on. I received my order quickly, without the gift. Used WhatsApp to contact Estée Lauder on 29 November. Was told I should have used a promo code. There was no promo code advertised on the advert that I received on that day. It also said it would automatically be added to my cart. I have had no response from them. I phoned the call center and was told they are still looking into it! 10 days to investigate their mistake with no feed-back. All over social media other customers are reporting the same problem and not getting any feedback. Absolute false advertising! No customer service whatsoever.