Buds Promotion

Good day

On Monday 08/12/2025 I upgraded at Telkom in Centurion to a Samsung Galaxy A26 5g. The phone had a promotion of free earbuds with the phone. The sales consultant (Nichole) told me that she would be sending me a link to claim for the buds from Samsung. She also said that she would be asking the Samsung Promoter to give me a call to assist with the claim. On Tuesday I called them as I have yet to receive the link nor the call and was told that the link could take up to a week to be received. On Sunday 14/12/2025 I went back to the store to enquire again about the link and Nichole again told me that she would ask the Samsung Promoter to give me a call. This morning (15/13/2025) ai received a voice note from Nichole advising that I should claim for the buds from the Samsung Members App. As I was busy filling in the form to claim from the Samsung Members App, Nichole sent me the following message: "I just spoke to the Samsung promoter and she said that due to it not being claimed within the 7 days then the promotion is expired."

I told her that it was not my fault, that she advised me that she would be sending me a link, which ai never received. Her response was the following: "I’m sorry for the confusion mam, I held no knowledge on how the claim works hence we have the Samsung promoters in store. She was off on Monday therefore she couldn’t help with claiming the buds. The link I was supposed to send I just confirmed that it was the tracking link not the claiming link. Can you please log into your members apps and click on benefits and screenshot for me the promotions that are there so that I can try to assist further. I apologise for the inconvenience."

So please tell me how it is fair that your consultant's incompetence is now the cause of me not getting what was promised?