False advertising

On the 1st of April Foschini for beauty had a promo whereby if you purchased above a certain amount, you would qualify for certain free gifts with your purchase. I placed an order over the specified amount as I had really liked 1 of the gift items (an Urban decay tote bag). When my order was delivered, on the 3rd,i noticed that one of the gift items that were added to my cart/order was not with the packaged order, yet the delivery invoice specifically stated that it was delivered. I assumed this to be an error and contacted the online help desk on the Friday and was told that they had to request a check at the warehouse as they were unware of any items not being delivered and would have feedback for me on Monday. Since I had not received any feedback by the Tuesday, I called back and re-explained my query to a guy by the name of Clinton, he said that he would get back to me the next day only to tell me that the supplier was out of stock. Now I have encountered such a situation before where an item was out of stock , but the delivery invoice specifically stated out of stock or pending, whereas this time, the item showed a status of delivered. I tried to explain this to Clinton as he tried to offer a different branded tote bag as a replacement or a R150 voucher , but as I explained to him, the Urban decay Tote was my reason for purchasing. And I should not be negatively affected due to my item going "missing" at the warehouse. Clinton did not seem to understand this, so I asked if I could speak to his manager. He said that his manager was in a meeting and he would call me back. It is now almost May and this issue has not been resolved, nor has this manager called me back. I am a loyal and regular foschini online client and have not had such an awful delivery and service experience before. Really disappointed