Sadly disappointed

Waterfall City - Mall of Africa Shopping Center What was meant to be a beautiful experience that was planned for over a month my family and I were sadly left disappointed. I won a competition and R1000 was loaded to my ShÔping app (My ZAKA) this was a blessing as the sole provider of my family I could finally plan a fun filled trip for my family. Our first stop was Burger King and the experience and service received was awesome. Second stop was Krispy Kreme duration spent in the shop with 4 kids over an hour! After successfully placing our order and the ladies already preparing our drinks and doughnuts packed when informing them of My Zaka they experienced problems processing the payment after 3 tries the manager went to center management to seek guidance to only be informed that the card machine is not working and will be replaced on Tuesday (fancy that after waiting for so long to be told that) needless to say my family was disappointed. Chicken Licken did not even bother to assist the cashier took some device from under the counter and swiped for our transaction and said the transaction was declined and was not even aware of My Zaka after standing in a long queue waiting. Mochachos attempted twice and said they are not fami**** with the way My Zaka works we were forced to go back to Burger King as the ONLY participating store where we could redeem our voucher. With the huge billboard advertising My Zaka it saddens me that the participating stores listed is not fami**** with the process or in a position to assist customers. I felt that my entire experience was disastrous having to explain to my kids why our plans did not go as planned and how something that was meant to be a blessing turned out to be humiliating by all your stores. As a training manager I feel that all staff should be aware of how the process works to make the customer experience memorable that was not the case and needs to be urgently resolved.