I have had the same problem!
I brought my Samsung Galaxy S10 from an O2 store over a month ago now. I put in for the claim of air buds the same day I got the phone yet I have never recieved the email to confirm the claim. However when I go on my Samsung account and track the claim it does say it has been validated.
Mine was validated on the 30th, other half then ordered the same phone, validated about 24 hours after and hes just had a dx email saying he will get a delivery tomorrow...I've had nothing! Fuming 😂
I'm not the most patient of people and have worked out that 45 days from my validation email will be next Saturday, it's kind of frustrating though, my main reason for buying my s10 and not going with the note 10 was the watch promotion, they say on other forums and threads they have allocated stock for these promos (earbuds, wireless chargers, watches, etc) so why is it taking so long to complete the claims? Have Samsung bitten off more than they can chew? Are they having problems fulfilling their promises?