So wrong

So how does this work,how can you be part of a competition and not know? Tropika is running a competition and when you win it,you either get rewarded a ChesaNyama meal with 200ml tropika or Romans Pizza with a 200ml Tropika or a King Pie etc,so i won and went to our local ChesaNyama outlet to redeem my price and guess what the manager didn't even know of anything gave me many excuses of how they dont even sell a russian and chips combo like the competition clearly stated so i mean really is this wrong or is it wrong.They sent me a msg with my code to present to the teller which i did and nothing so can someone please explain if the competition only refers to certain outlets are there different rules that apply to the different food outlets? I would really like to know.