No promotional bag received

I have been a member at Virgin Active Karaglen since 2013 now and I have not received a promotional bag. <br> I have spoken to numerous people about it and I still haven't received anything. <br> <br> On Monday (11/04/2016) I spoke to someone again about a promotional bag and they said that if I got three people to sign up with them I would receive one. I don't see why I should do that if I never received anything in the first place. Is that how it works? A member needs to get other people to join in order to receive what they were promised to? I actually see this as bad customer service.