Broken promises from Lewis store

I did not receive response from Lewis I just got the call Monday (public holiday) the lady just asked if I was happy with the I tem I bought and I rep**** that I don't have a problem with the item my problem is the cash back money that was promised she then told me I was not the only one with that problem other customers too,she said they are working on it ,i asked how long is it going to take she said they will phone me Tuesday l or today I have not received the call until now lewis just keep on making promises that they cannot keep they are not loyal to customers