Poor service

My husband has been a loyal client at the East rand mall MTN Store for as long as I know him.

Last year December before we went on holiday he went to renew his cellphone contract. They recommended the S21 5G with the promotional watch and buds. He agreed to the deal but they didn't have stock at that moment but said they will order new stock and let him know when it arrives. They phoned him to say they received the cell phone but still waits for the watch. He signed for the contract on 31 December and received the cell phone and the consultant said they will phone him when they received the watch.

He didn't receive any further communication from them regarding his contract, the watch or the ear buds. When he went back to the store they said they are still waiting for the watch and said he should have claimed the buds on the members app but there was no such option on his members app. He again waited for correspondence from them regarding the watch and buds and has been back to the shop for at least 7 or more times. When he was there on Sunday 27/03/2022 the manager all of a sudden said that my husband agreed when he signed the contract that he wouldn't receive the promotional items. The only reason why my husband took out the more expensive contract was because of the promotional watch and buds otherwise he would have taken the cheaper contract option. So why will my husband then sign for the more expensive contract which include the promotional watch and buds knowing that he would not receive the promised watch and buds?

My husband also contacted the area manager. According to the area manager the shop firstly had to send a message for the client to claim the buds. My husband never received any messages in order to claim the buds.

My husband ended up contacting the shop owner yesterday 27/03/2022 after he went to the mtn shop numerous times without any success to resolve this matter but still haven't received any further feedback from her or the shop in order to receive the promised promotional items that was included in the contract that he agreed to.