Gift Card Policy Lies

Can't believe after all the years I have supported you today was one of the worst days I have possibly had at baby city and we still spend R3763.14 out of just the fact that you are the best in customer service and the best prices "Carnival Mall more than Springs Mall lets just say I have had low points and high points there, but Carnival Mall baby city went above and beyond even helping getting the good to the car in the parking ba*****t WHAT GREAT SERVICE!!!!.......but that's not the slot of this story. I purchased a gift card for a family member and it got thrown away during the baby shower by accident. I still have all the receipts. At springs Mall I stood watching, I presume higher end of management of baby city they we're visiting the shop. We came in and my wife went to the till with the slips. The lady at the till was extremely helpful and struggled to get a hold of head office between 16:15 and 16:45 in the afternoon I guess head office does not work the same time as store hours??? The manager of the store then got in hold with someone from customer care. The reply was if you lost the card then you have lost your money that the card replaces the slip. The slip is worth Shoot now once the card is in your hands. My Wife googled the gift card policy and I quote via google " Lost, ******, or damaged cards must be reported to the Dis-Chem Customer Service Careline. Lost, ****** or damaged cards will be replaced at the in-store." Don't you think your employees should be trained and know this as well as your customer care service, cause one thing that I realized is that the baby city in Springs Mall was a Baby Boom ( That I never supported , I drove to Carnival Mall's Baby City) ,but Baby Boom and I quote via goolge says "If a gift card is lost or ******, it cannot be replaced. Present the gift card to the cashier at the time of purchase and the available balance will be app**** to your purchase." The Sms and receipt from the card service also said Baby Boom Springs how odd and embarrassing is that for a Baby City and Dis-Chem! Please before we end a long standing relationship assist me , I could understand if the gift card was used, but its gone and we have confirmed with Carnival Mall Baby City it has not been redeemed. Please assist as it is R1000 and can be used at your store with additional purchases cause I spend a lot of money at your store and deserve some customer service . Next time I receive a slip I'll first wipe my **** with it before I give it to security to check cause it is worth SH*T apparently!!!