Bad customer service

I received an email from netflorist /netjewel for a promotion spend R1800 and get a free bracelet. I tried to order online but it didn't show the free bracelet so I called the call centre to find out how to do this thinking they would know more than me - I was so wrong. When told her about special she didn't know about it so she asked me to hold let me find out about the special , so I held on . Then she came on the phone and says okay now she knows about the special so I tell her that I order to the value but the bracelet doesn't show - okay hold on let me check .10 MINUTES LATER she comes back on the phone to tell me to click on the email .10 MINUTES to tell me something I already did. I had just topped up my airtime before calling and holding on for 10 minutes left depleted ,my airtime. I wasted R30 in airtime because of terrible service and incompetence.Surely one of the things you learn in customer service is that you do not leave a customer holding on for so long ?I was so frustrated when she came back on the phone and I asked for a manager to call me. She took my number but I'm still waiting for a manager so again , awesome customer service. I just want some help . PLEASE !