Unprofessional and ****ming ways

So on Saturday I went to the Lenasia branch McDonald's in the afternoon, decided to use my app points as I got a message that I am already near the max amount of points i can have, so I had a total off over 19000 points, I go to the self help station, I redeem my points for 1 big mac, 1 quarter pounder, another quarter pounder and 6 nuggets all together, I scanned it took all my points for what I ordered and printed the slip, I have a copy and so does the lady at the McDonald's as she said she needs to keep one, no one could help even thou I showed them that the points went off my app, she even seen on my app history I redeemed them for the order but for some reason it did not print out, so my entire order got messed up, till now I still did not get my points back, I waited over an hour for the manager to come back to the store because she was out, just for the lady to come back and tell me that the manager says she cant keep me waiting she is still far, she was told I must call customer care as they cant do anything to help me with this, we come to spend our hard earned money at these places and we get disrespected, I need and want this sorted out, I will not leave it because what do you have a point system in place for loyal customers if all it does it ***** us.