Bad service from ram couriers

I have had the worst service from ram. I ordered from sterns a watch that came with a free teddy bear. The teddy bear was successfully delivered and the watch wasn't. When I contacted RAM they informed me that my parcel was not delivered due to an incorrect address. My query is that how come the free teddy was delivered and not the watch. The delivery is past their SLA yet Im still getting the run around about my parcel being delivered tomorrow.

I am not a fan of online shopping and it's for such reasons.