Disappointing Kauai

On the 17th March 2022 I bought a princess wrap and coffee at Kauai Waterfall Virgin Active. The wrap was dry; no mayonnaise and no feta, it just fell apart as soon as I started eating it. Having complained about Kauia food before, I had the email address of Louisa Makgonye, one of the regional managers. I sent her an email with pictures of the dry wrap and she agreed with me that it was unacceptable. She then promised to rectify the situation by refunding me for the money spent. It has been over a month, and I’ve been following up and she always claims the voucher has been loaded. Which isn’t true. This is not only unprofessional but also *********, how do you promise a client (after receiving pictures of substandard food) that you would refund them and not do so. Ok very disappointed at Kauai as brand; the repeated terrible meals and now a dishonest manager that is Louisa Makgonye. Saying she will facilitate a refund and not do so is unacceptable.