MCDONALD'S cavendish square

My points were taken and I did not receive the order and I was told to email after email I was told to call when I call I am told to go to the mall I am being passed from pillar to post when the manager at McDonald's knows about the incident and she just refuses to help. I HAVE TRIED ALL AVENUES i am really unhappy with the service all I want are my points back or the order thats it is it too much to ask. There is evodence and they know me.