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non delivery comp. prize

I would like you comments and suggestions
I received an email last week telling me I had won 2 x 3 day tickets to Gleneagles Golf from Highland Spring.It starts today. I never recieved them I checked on monday, confirmed the address and was told it would be looked into. I have not heard any more and now my son and I cannot go. They were worth face value £40 per day
I have just emailed asking for the tracking number as I was told they would be sent recorded and stated that I hoped they would follow this up with Royal Mail.
Has any one else queryed nondelivery of prizes? especially those that are time sensitive such as these.
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