BAD and disappointing

Free gift and the worst customer service ! ?? South Africa is managing this brand very poorly. According to my invoice I received the free gift but for some reason it was not included in my package !!! This is a red flag and should be investigated because I think something else is going on. I have been using Clinique for 20 years and still stay true to the products but my first experience in ordering online is so bad and disappointing. I unfortunately had to return an item due to the Color match. Clinique does not provide updates on your profile and the collection process was poorly managed. This was done on the 2nd Sep 2025 and yet after following up more than 10 times I find out on the 23 Sep 2025 the package was not received by Clinique. Unless the package is being returned to the North Pole !!!! I would like to know where is my refund!!