Failing to explain their collection process and failing on customer satisfaction.

TFG , failing to explain their collection process on online purchases. I've ordered online and was issued with a free gift which was send in as a separate parcel on Order number p***. I've collected the initial order but was unaware of the other parcel that was delivered "why two separate parcels, what is the intent". I would've at least expected the store (Foschini George) to contact me as I don't always look at our email notifications, when I enquired with them they couldn't even provide me with details that the parcels came in but was send back. I then enquired with customer care who then gave me all the details, I refuse to accept this . My total order was R1999.00( 1 item ) and being a loyal paying customer that was issued a free gift only for it to be taken back and bringing you under false pretence, this way your customer satisfaction fails badly. Please try to go the extra mile for your clients.