Exclusive Books Zero customer care

I popped in on the 15th August 2021 to the exclusive books in Ilanga mall with my family, firstly no sanitizer at the door, which was always there. Looked for my books, but noticed at the time that the three ladies behind the counter were having a great social chat, I eventually found the book I was looking for behind the counter on the display, requested it and it was a true effort to assist, waited for the family and rang up the books after a short wait as the ladies wanted to finish the social chat they were having. As she took the books I asked if I could give her my ID number for my exclusive books membership, I was just ignored as she carried her conversation on, after ringing up I asked if if she was not going to ask for my ID for my membership and it seemed an effort, but she did it under duress and this then became a clown show as between the tree of them not one was able to actually successfully get my ID number or membership through, this is now my third visit in 5 months and a little of R7000 spent on books and not one reward point due to similar incidents at the shop, or sorry the system is down. What is happening to exclusive books? I reported this on the complaints line they have and receive a REF NUMBER: HIQF-7376-ZVNQ, on the same day, its now the 24th of the month and still no reply out of them, it seems exclusive books is no longer wanting to deal with customers and would rather have us go online elsewhere. It is sad as its a place I take my son of 6 to develop his love for books.