Promotional Galaxy Buds still not delivered for successful claim in September and no further communication received

I upgraded my phone contract to a Samsung Galaxy A26 on 26 September 2025 through Telkom, and as part of the promotion, I submitted a claim for the complimentary Galaxy Buds in-store on the same day where I received an order reference number and was told in an email that I'd be able to check the claim status via Whatsapp.

On 29 September, I then received an email confirming that my claim was successful and that delivery would take place within 14–21 working days. It is now almost the end of October — I have still not received the promotional item.

I have tried reaching out via email to *** a week ago but have not received any response. I also attempted to check my delivery status through the Samsung Promotions and Redemptions WhatsApp chat provided to me via email, but I keep receiving an error message where I'm told to try again or start the process over. This has been quite frustrating, as I do not have the time during working hours to contact a call centre and wait on hold for assistance, and was hoping for some feedback.

I would appreciate it if someone from Samsung South Africa could please provide feedback on the status of my Galaxy Buds delivery, as I need to make sure someone is available at the delivery address to receive the parcel on a stipulated date.

Thank you, and I look forward to your prompt response and resolution.