Poor Customer Service Hennops view Planet Fitness

I joined Planet Fitness in December/January and at the time a promotion was being run where if you attended gym for 36 days you got a card with stamps on and once you achieved the 36 stamps you would get a planet fitness bag. I submitted my completed card on 2 February 2018 and to date I have not received my bag. I have sent emails to the customer care email and received a notification the other day that the manager at Hennops view had closed my query, I have not received any feedback or response from any of these parties so how is my query closed with no resolution. This is poor service as they pester you to join the gym and when you do they do not live up to their obligations.