PANDORA UK

My partner chose her Christmas gift via Pandora and even informed me that if I make a purchase of £99 or more between the 23rd of November and the 3rd of December she would also receive a free stunning complimentary gift (the limited silver bangle is hand-crafted in sterling silver and finished with a sentimental inscription, you melt my heart.

I logged onto the Pandora web site on the 03/12/17, clicked on their promotional banner stating if I spend more than £99 I will receive this free gift. I then proceeded to spend considerably more than the £99.

I have now waited 10 days and nothing had arrived. I tracked the parcel only to discover it had not moved since the 07/12/17 i. E 6 days ago.

I contacted customer services who informed me that if a parcel has not been scanned within 3 days they class it as lost. I asked why no one has contacted me then, as the parcel has not been scanned for 6 days, to which I got no reply. I was informed I could either have a refund or they could send the same items out again, if they have them in stock that is. I asked for the same items to be sent out again but could they confirm that the free gift will also be included, as this offer has no expired. I was informed that the free gift had not been sent with my last order as they were out of stock prior to my purchase? I asked how can this be as they were advertising it on their own web site. I advised that I too am a business owner and if I made false advertising campaigns in order to get foot fall through the door and then didnt met my obligations I would be sued. All I got was an apology and again asked if I wanted to cancel the order or re order.

I have asked to speak with the complaints department as simply offering to resend the goods without the promised free gift is unacceptable.
I will not be draw in by companys offering free gifts with large purchases to then be told that I wont be receiving the free gift, I have clearly been conned.

I am currently awaiting a manager to call me back to discuss yet I dont see what there is to discuss?