How long does it typically take customer care to respond via email?

My flight in mid January was delayed by several hours in Cancun and I submitted feedback to Alaska Listens that while the flight attendants were amazing in dealing with the delay, the ground staff not so much. I received an email informing me that I'd receive a $100 credit. I didn't ask for this but it's nice that this gesture was offered.

However, I never received the credit/coupon and I followed up with AS via email 2 weeks ago and still haven't heard back. Is this how long it typically takes them to respond?