Bad service from MTN

I have been a customer at mtn for over 20 years. I upgraded my phone and took out an additional contract for my husband. As a promotion on the two contracts we were suppose to get a watch with the phones. So each contract comes with a samsung 9 plus and the watch. We registered for the rewards to get the watch as the store said we must. This was over three months ago. We are still waiting for these watches to be delivered to us. We went back to the store to follow up and was given a number to phone for samsung. When we got through they started an email communication to follow up on the delivery. The lady said they tried to contact us for delivery but could not get hold of us. Since then we have not heard from anyone regarding the delivery. We are extremely annoid that MTN runs a promotion to get customers to take out such a expensive contract and then dont follow through with the promises. I would like to know why MTN does this and not value their customers.