Buy and get not win....what a joke

Last year Samsung ran a promotion called 'Buy and get not win'. You needed to purchase certain products in their range to qualify. I purchased a Samsung fridge, received the instructions on how to register and completed all the necessary steps. On the 1st of February I received the accommodation booking form to complete with my chosen hotel and 2 date options that I would like to use the benefit on. I submitted this form back to the concierge on [Email Removed] and then heard nothing from them. I followed up a week later and they said they had received my request and were attending to it. Another week and nothing...I called again and the agent I spoke to assured me that he would call me and let me know what the status of my booking was (I asked to promise that he would call me back as the last agent did not and he said he would). Another week goes by and still nothing. I eventually got hold a an agent last week and she informed me that they couldn't accommodate the dates I had provided. When I asked her why no one had bothered to inform me she couldn't answer. She too promised to prioritize my query and get the ONLY lady who does the bookings to call me...to date nothing!!!!