Where is my complimentary branded glass?

On 27 February 2025 I made an online order of 24* Trueman Lager and 2* Gordon’s gin (original and sunset orange) which was part of a promotion that included a free branded glass. The order number was MAK*** and was delivered on 1 March 2025 but the free glass wasn’t delivered. I didn’t realize that I hadn’t received my complimentary gift until I made a purchase from another shop and received a free branded glass, which prompted me to think about the Makro order and that I didn’t receive a free glass there. I emailed the online Makro support email but it came back as not sent and then I called on 6 May 2025 and spoke to an agent who said he would escalate the matter but couldn’t give me a reference number or turnaround time. Till this day I still haven’t been responded to or received my complimentary gift.