Empty Promises

Hi, I have registered with Virgin Active around April 2015 and one of the benefits i was promised was that i will get a bag according to the promotion that was running that time. The person who was assisting me to register was Moleboheng, She told me they we out-of-stock and i will get my bag as soon as they have stock. When i started training i always asked from reception area about the bag and i was told they don't have stock then from there i will be told Moleboheng resigned and she is the one who promised me and i can't be helped. I must say this is very disappointing to get such service. Why do we get promised something that we don't receive after signing.