S-Rewards - Is this the new level of (pathetic) Samsung service?

I can not comprehend that a company like Samsung is this pathetic in following up, or giving feedback. I got a Samsung Galaxy S9+ on 1 May 2018, part of the deal was a 1258gb memory card & a Samsung Dex docking station. I claimed it on the 1st of may via the S-Rewards app as per instructions from the store. Upon claiming, I was notified that the "claim" would take 2-4 weeks for delivery. I followed up after 4 weeks, with no response. I have been trying to follow up via their support chat on the S-Rewards app, no luck. Marilize just said it is not her department that needs to sort it out, and ended the chat after I asked to be connected to someone that can help me, or if she can give me a phone number or email address of anyone who can assist. I have mailed them, I have chatted to their support line, and NO response. No feedback. No ETA. I hope writing a 1-star review here might stir them into action to just acknowledge my mails, but not holding my breath here either. Pity, it is such a good product spoiled by pathetic aftersales service.