Pathetic service + missing items

I ordered from them as they were offering a free mystery gift. I qualified for the free mystery gift yet recieved nothing with my order. They even wrote on the slip that I was to recieve 1 of 1 free mystery gift. Their customer care is so inefficient. Firstly it was a mission to get through to anyone via phone call. Secondly, no one even responded to my email. The lady told me to email *** yet on my order form it said to email *** I emailed both and revieved no reply from either. I don't see why a customer who has already paid should have to wait this long for an issue to be resolved. Yet the entire day they spam me with emails about black Friday specials.