Unfulfilled Promise

I got a call from Samantha to apologise on behalf of comapny and she explained the findings after investigations,I appreciated the feedback call but unfortunately they cannot reimburse me since I paid the money as a tip/token of appreciation to the guys who helped me at that time and I do not have an invoice as proof of payment. she offered to deliver a hamper to my work place on Friday around 12 midday but nothing received to this day and not even a courtesy call to apologise for the delay. I am seriously considering my insurance. do they really take me serious as a client or is it just to have a good customer record?