Bought pre-order, more expensive, to take advantage of the offer with the free pair of earphones, well indicated on the photo: pair never received, and the customer service that replies that "our department" has been informed, no answers for a week. Anyone in the same situation?

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Question about Google Pixel 6a

Bought pre-order, more expensive, to take advantage of the offer with the free pair of earphones, well indicated on the photo: pair never received, and the customer service that replies that "our department" has been informed, no answers for a week. Anyone in the same situation?