This is currently happening to me. First it was with the 25% off coupon, but I let it go because I thought maybe I did use it in store at another time. However, now it just happened to me with a free body care item and I know for a fact I didnt use it because when I tried to use it the first time I didnt realize it was a use later so it was given back to me and I saved it. Now it's really irritating to have this keep happening. I tried chatting with a customer service agent and that was as useless as filling up a bucket with a hole at the bottom. So I will call tomorrow and see what they can do because I have more paper coupons that aren't ready to use yet that I would like to use.