My free promotion item was never sent.

Recently I just ordered a few couple of items from Razer and had a free promotion code to receive a free gaming headset stand. Everything came through on time in a proper manner but I never receive the item was that suppose to be my free promotional item because in the tracking information it showed that you guys did not provide proper invoice or any papers to the shipping company which they than shipped it back to you guys. After that I went to your support site and made a case but you guys did was issue a refund on an item that was suppose to be free in the promotion, is this for real like I been waiting for days through support and still nothing is being solve till now.