Did not receive s23 preorder promotion

I was supposed to get my pre-order promotional gift but havnt received anything. I contacted then after 14 days and after waiting 20min on hold the operator told me that they didnt know how to get to my house, which is easy to find on maps and have had 3 other promotional gifts at the same address. They didnt call me to tell me this and i asked the security at my gate if anybody had come enquired at my address but none had. I am now trying to get hold of them again but have waited over an hour on hold without success, for which I am paying for. How can i go about getting hold of the right people to have my promotion delivered to me.