Destroyed 2019 gift card still not replace in 2020

I went to the foscini eloff street on the 6 of July 2019 to get a gift for my sister's birthday unsure unsure of what to get her i decided to rather purchase a gift card of R500 which was loaded and i left the store she decided on something and i opted to give it to another person whom went on maternity leave it just so happened the card got destroyed of which would not get into it but kept asking her if she used it then revealed to me what happened and i assured her would get a replacement card first attempt i went to the store the cashier called customer care who basically told me it's like money if it's lost it's gone unwilling to just leave it aware it can be reloaded to another card cause have the purchase receipt with last four digits of the card number which the store could confirm the whole number by referring to their gift card and issue another one but was instead turn away i send a complaint to their customer care Farenaaz Mohamed rep**** with they can do a card replacement or something to that effect i went to the store again spoke with the manager made me aware that he never heard of a gift card being replaced etc but i forwarded the email of everything then again on he's personal what's app seeing that he's really trying to assist me i became patient but it's almost July 2020 and still no success why is foscini selling gift card that cannot be reloaded but take a longer time to expire its unfair to me as a customer to keep using my time and effort for something that could been resolved at the store the first time by issuing me another gift card i really hope someone from the tfg group can contact me as the manager tried to assist but im still waiting please sort out your internal procedure and policy as all your staff can be on the same page as to not inconvenience your customers