No welcome pack more than 2 months later with no response

I purchased a Samsung Note 9 on September 9 , 2018 and to date have not received my welcome pack. Cell C advises they are not getting service or their requests for response answered. They are at a loss what to do about Samsung. Samsung does not pick up their phone yet advertise the Note 9 with a welcome pack. How many other customers are waiting because of false advertising and unkempt promises. Samsung is pathetic that it does not respond to its customers.