I ordered an S24+ at the start of December, there was no problem with getting the item, it arrived the next day. 

As part of this order there was a promo for a free pair of Bud 3 Pros giving that I write a review about the new phone. About 14 days later I got the email for the review, clicked the link, wrote the review and done everything on my part. 

I got an email from the trade in team - they got my old S21. 

Thats where things went very very wrong. 

I contacted Samsung post Christmas to query where the Buds were - I was told 14 working days for delivery. 

I got an email from trade in team - the package was empty. Despite tracking showing Samsung received the package via Royal Mail, the box was "empty". 

Luckily I found the Royal Mail receipt which luckily showed the weight of the item (If you are doing a trade in, keep this!!). This proved that when i sent it, there was a clear weight in the package. If I didnt have this, i'd be liable for the trade in cost. 

I then got an email from samsung saying that the matter regarding the trade in was closed - no apology, no nothing despite the stress of it all. 

I then got an email from Samsung and DPD regarding my Buds, they were going to be delivered. They never did. 

I contacted DPD who said they had an issue with deliveries and would get it sent in 7 days. After this I contacted them and they said they couldnt find the package. I asked for an explanation and investigation - they said to contact Samsung to raise and investigation. 

So I did, at the start of January. 

5 webchats, countless miscommunication and ignored requests to raise a complaint. I'm still waiting. 

The latest update was they would refund me my order - they don't get it that this is part of a promotion - I have spent nothing on these buds. 

What can I do to get it into their thick heads that this is not good enough.