trust me reusable bag collection issue

On Saturday 17th 2019 i visited Clicks store branch Empangeni to collect Free help hand reusable bag as i won via email from their department ,I have my clubcard on hand and i told the cashier my story then he decide to call branch manage because himself dont know what i said,after 1min the lady called Hlengiwe on their tag was in Pargo counter i explain her,he took me to the cashier guy told him to swap my clubcard and guy said nothing appear show i have something i need to collect mybe i need to come again next time to check,what this?this is poor service i experience on this branch,next time i will go to Richards Bay store mybe they help me