Too much waiting

I purchased a tv on promo coming up with a free sound bar. I noticed after I checked out the order that it doesn’t automatically put the sound bar in the cart. I had to cancel the order and I the only option was to call- I did and I was guaranteed that it is possible to cancel and asked if it was okay to but items on offer immediately before they run out of stock and the consultant agreed. Delivery guy came with both orders and I explained and he called and said he has been instructed to take it back with him. That happened and I received an email/sms yesterday stating the order has been delivered to the customer. I called the call centre for the fourth time and the consultant said she was escalating the matter to PLK office. I contacted them again today, I’m still told about escalation