Ipsos Giftcard Has Disapeared as if It Didn't Exist

I decided to have a go and order an Ipsos giftcard from their new rewards system. It was very tricky. It was a long process but I was meant to receive a Debenham's giftcard by post. That was a mistake on my behalf as I wanted an e-voucher, but hey ho. This was August 12th. Anyways, I got an order confirmation and then an email saying it had been sent out the same day. Nothing has arrived. I emailed Ipsos last week and they say they have no record of this. They asked for the order number and I sent back print screens of both emails to them last Thursday, so I have just emailed them again asking what they are going to do to resolve this. I mention this in case anyone is going to get a giftcard from Ipsos or has anyone else experienced this and how did Ipsos resolve this? I do not want to lose £10 when it takes so many surveys to earn it.