We are so sorry to hear this! Reasons that you may not have received your free product are that another code (more than one) was also used when you made your order (the second code you tried to apply was for the free product), the promo code was not entered properly at checkout, or the threshold for redemptions has been reached. We only allow one promotional code with each order, and some codes are for use by first-time members only. Still have a question? Contact Member Happiness HERE.