Incompatent staff at Builders warehouse

What was set to be a beautiful experience turned out to become a nightmare. The kids thought it would be a nice idea if they give me a voucher for fathersday. Today I visited the store in Nelspruit to redeem the voucher. Although the voucher clearly states that it can be redeemd online or instore, the staff instore are not aware as to the prosess required to redeem instore. We then had to try log in to my online profile which was unsucsesfull. Needless to say thru all of the camosion no manager in sight to try and resolve the problem. Now after all this the kids feel bad for having to put me thru this after they thought it would be a nice gift. My conclusion is that Builders staff instore are clearly not compatent to deal with what the marketing department tries to drive. Your training department clearly failed you here. Needless to say I doubt I will visit a builders store again