Samsung unable to fulfill its commitment to MTN customers

I purchased an MTN contract that came with a smart watch and earbuds from Samsung. Once I had signed up for the contract with MTN, I was informed I had to apply for the earbuds and watch that came "with" the contract. I was emailed that my claim was successful on 14 October and told that it would be fulfilled within 7 to 14 working days. It has now been 27 working days and more than a calendar month and still no earbuds or smart watch. The courier called me from Bloemfontein with my package and was very surprised to learn that I was based in Johannesburg. The last entry regarding my delivery on the courier's - Skynet's - website is on 7 November. It is now 20 November. When I try to follow up with Samsung, they keep telling me that there's a terrible backlog of these orders. They have also told me I was "lucky" to get a delivery date at all (to bloemfontein), and that there's nothing that can be done as the orders are sent through to the courier in batches. They are now ignoring my repeated emails. There is absolutely no will to solve the problem, no accountability, no willingness to hold their courier accountable for sending the package to Bloemfontein, and still no earbuds and smart watch. They have failed to ensure the correct service delivery, infrastructure, stock, or whatever it is they need to meet the demands of their special offer with MTN, and they do absolutely nothing to resolve the situation.