Bad service and false advertising

When the P30 was released I upgraded my contract and part of the deal was the free gifts. After a few weeks my free gift delivery arrived but with an item missing. I have contacted the Huawei call center many times and every time I am told it has been escalated and I hear nothing. This is such bad service and **** advertising as I am still waiting and does not seem I will ever get what I essentially thought was part of my purchase.