Headset not received

Good morning/afternoon

I am typing this email on behalf of my mother who has been trying to escalate the following Issue for about a week

I’ve recently purchased a Samsung S20FE on contract fromTelkom vangate mall branch

The Samsung is offered with a Free Samsung AKG Y100 headset

On the day of receiving the handset I did not receive these headphones I then went back to the branch on the same day and was told the following

1. I have left the store without it thus I cannot receive it (I was told this is a rule only after my return to the store) 2. they do not have stock and will not receive stock in the future so thus the device has to be taken as a stand alone device 3. They blamed Samsung for not sending enough headsets thus the devices are now standalone

I was not informed of the above and if I knew I would have selected a different handset either one that has headset in it or would have taken a iphone which was my first choice but decided against it because of it not having a headset but decided on Samsung because of the free headset that comes along with it however now I am sitting without that headset

I’d just like to express my utter disappointment over all to Telkom to fail to tell me the points mentioned above before leaving the store the first time I am completely unhappy with my purchase and could be sitting with a complete different handset at this moment if I knew I’m also disappointed in Samsung for not sending enough headsets with the handsets

Please assist me on how and where can I escalate this matter

Any assistance would be appreciated

Regards