Shocking service delivery and unsatisfactory store! Canal Walk

My partner and I were fortunate enough to win the VIP experience for the two oceans. Included in this prize as per Tebogo was a voucher worth R2500. 00 each. The vouchers arrived yesterday and Tebogo apologized for the delay which we accept. I went to the Waterfront performance store and they said the voucher numbers we received from Tebogo via email would be loaded as a manual with no problem. My partner saw a pair that she preferred at the canal walk performance store and we were told it wasn't possible to use these vouchers with no communication from head office. They then came up with a way to assist us. They then informed us that we could not share the voucher and we would need to use them separately where the amount comes to total of R2500 or we have to pay in or loose money.. I understand that, after deciding what we finally want adding it as close as possible to the amount we get to the cashier I pay in R80 for my items and the this sloppy manager who has no client centricity tells me it can't be done, we can't take our items now and they need communication from head office.. Why in the world is this our problem when I have communication on email from head office??! I tell the manager to phone someone higher up to sort this out for us and he walks away shaking his head?! Is this how 3 stripes, 2 legs and 1 passion operate? I want feedback and I want to be compensated for my wasted time as they eventually did it manually. Why did it take that long to resolve? Why was it our problem? Why did the manager walk away shaking his head at us in front of other customers and never to return to resolve the matter and apologize? I'd hate to feel that because I'm a white male and the manager is a black male that I was mistreated in your store? I want feedback before taking to the media and social media