A waste of my time

So my husband booked tickets for a show and selected the Print at Home option, but then we decided to give it away as a gift and wanted actual tickets that would be a more presentable gift. I called the call centre, lady had a long name so I couldn't remember it. Explained the situation, she says take the printed ticket to their kiosk at Checkers and they will print proper tickets. No other info will be necessary. Get to Checkers, they call Computicket call centre again, this time on the \retail"line. Call Centre refuses"