PATHETIC SERVICE AND REFUSAL OF RIGHTFUL GOODS

I placed an online order. My order value was over R1200, thus I qualified for 3 free samples. EL claims I did not select the samples but I know I did. I asked them to send it to me, but they will only do so when I place another order. That will be months from now (if ever at the current rate), which I find unacceptable! Might I also mention that my order was delayed due to stocktaking, which there was no advance notification of and during which time they still promoted their online sales even though they were fully aware that they will not be processing the orders in their normal turn-around time. Also, my order was delivered to an incorrect address. I did not sign for the parcel, so I could easily have denied ever receiving it. They also had no record of this address. <br> I have tried calling their call centre and spoke to a manager but they refuse to send me my samples without me placing another order. These are rightfully due to me according to their sales terms. I would even be prepared to collect from my nearest EL Counter (Woodhill Boulevard, Pta) if they are able to send it there. I am really appalled at the level of service I received from a brand I have trusted for years!!