Mr Price online

I purchased few items on the Mr Price online for their promotion of buy 1 get 1 free. I then received my order only to find that they did not include the free items, I then emailed their customer service and Jessica Moolman rep**** and told me I won't get the free items because I didn't bag them. I told her there was no option on the website to bag the free item and I thought by choosing those items they will come with free ones. She was rude and not helpful at all. I raised a query to her and I get that u didn't bag them but now she is aware that I was supposed to get the free items why not assist me.