Shoe Booster Ripoff

In Aug this year I signed up for the Shoe Booster and went online to Total Sports and Sportsmans Warehouse to find my ideal pair of running shoes. I bought the shoes from Total Sports and they were delivered, but unfortunately they were too small. The Total Sports call centre directed me to Clearwater to have them exchanged, which I did on 14 Sep. This was a quick and easy. During this whole transaction, I called and spoke to your call centre several times to check and make sure that I was following the process and doing everything correctly. I was assured on several occasions that I had done everything correctly and that the first 25% cash back would be around 16 October. By the end of Nov I realized that I had not received any cash back so I called your call centre again to find out why not. A kind lady with a Port Elizabeth phone number eventually came back to me and said that your back office was not happy to make good on this deal because I had not given my shoe booster number to Total Sports on 14 Sep when I did the exchange. I explained to her that I was not aware that I needed to do so because Total Sports didn’t ask me for the number and I assumed this was still all one single transaction. She asked me to return to Total Sports and get them to load this number against the exchange transaction – she assured me this would rectify everything. I returned to Total Sports Clearwater the past Friday afternoon – the transaction has apparently been taken offline and will now need to be recovered by their back office and reloaded. Once reloaded, they will be able to load the shoe booster number – but they need me to call their call centre and request this action.

Please can you tell me what I did wrong in this whole process and why this process has failed me. I feel that I have been very unfairly treated and very disappointed in a company that I have always supported. Ronnie Tonkin ( ********** 229)