Terrible customer service

I recently did a purchase of a Multiply voucher, which I realised I could only use in-store. I then went to a store and asked them what is the best way for me to use the voucher online and they advised that I could use a gift card. I then transferred the voucher to a gift card and to my surprise a Makro branded Gift Card cannot be used online. I called the call center to see how we can go about resolving this issue, the first person I spoke (Goodwin) to was rude and advised me that I must go in store and do the purchase, when I asked about ordering an item that is online only he said I must use my cash to buy those items. I then asked to speak to the supervisor or manager, I was transferred to a Tristan Kelly who introduced himself as Customer Services Manager, he advised that he will speak to my preferred store and get them to assist with a refund. He further advised he would call me back with feedback on the same day (26 June 2024), to date no call from Tristan. I went to the store this weekend they advised that no one from Head Office called them so they are not sure how to proceed. This is really pathetic customer service and a shame that one can not use a branded gift card to do a purchase online. Makro really needs to up their game