Inconsistent Feedback

My husband became a member of the group when the Adidas promotion was running. He visited the gym as per the required times which entitled him to the Adidas voucher. In early December he made contact with VA & was informed that he would receive his voucher by mid Dec. No voucher was received & again he made contact to be told that they had a different email address & that it would be resent to his correct email. Its a month now & still no voucher has been received. I sent VA an email 2 days ago & no acknowledgement or a response to my email. We wanted to give the voucher to our son on Christmas Day. This is our first experience & I must say a Disappointing one. How can I requests be ignored, was the promotion a legit promotion? Makes me wonder!