Terrible service and not adhering to their adverti*****ts

We have been with Vodacom since 1995 and are questioning our loyalty to the brand. My husband did a pre-order online upgrade with Vodacom for the Samsung Galaxy Note 9. He received the phone on Monday the 27th August 2018. I have been trying since then to find out how and when he will receive the Welcome pack. Every time I call Vodacome online I get a different response. Today when I called, the latest response is that he may or may not qualify for the welcome pack. This information was not on your pre-order information. On your pre-order information it was part of the package. We are extremely disappointed with the level of service we have received. I went on Saturday the 25th to Tygervalley and did an upgrade, it was seamless and I have received the Note 9 and welcome pack. Why bother with all the hype of pre-ordering if you give your customers a run around and DO NOT ADHERE TO YOUR OWN ADVERTI*****TS. A consultant has just phoned my husband AND SHE PUT THE PHONE DOWN ON HIM. SO MUCH FOR CUSTOMER SERVICE.