Cetaphil customer was disappointed to redeem 13 prizes but he only received 12

 I have interviewed one Cetaphil customer who was very disappointed.

in 2023 I have redeemed a total of 13 prizes, by cetaphil the 13 prizes were made into 1 package per 1 address, but we only received 12, I have sent an email to foo choo seong but there was no response.

One prize that we redeemed, namely Cetaphil Baby Moisturizing Bath & Wash 400 mL, was not in the package, we should have received 13 prizes as follows:

2 Cetaphil Baby Wash and Shampoo 50 mL

1 Cetaphil Baby Shampoo 200 mL

4 Cetaphil Baby Moisturizing Bath & Wash 400 mL

4 Cetaphil Baby Gentle Wash & Shampoo 400 mL!

2 Cetaphil Baby Diaper Cream7 0g!

Please review where is our prize? whether the company forgot to send or the courier took our rights.

I was very disappointed and influenced all my family and friends to no longer use cetaphil and replace it with other baby products.