Poor customer service

Why is it that Makro seems to weasel out of issuing birthday vouchers to customers? Why boast this service when you cannot provide it? I spoke to customer care consultant Ntando today and her lack of knowledge about Makro's policies was shocking. Firstly she said vouchers were issued via SMS but I last year I received mine via email. Secondly she said it was random allocation but the website Ts and Cs said its an automatic allocation. Thirdly she said I opted out of notifications but couldn't tell me how or when it was done. Other companies seem to honour their commitments to customers by rectifying their mistakes or oversights when it is brought to their attention. Disappointing to see that Makro can't do the same. They would rather lose customers than admit their shortcomings.