Appalling service

I purchased the Online Digital Grocery Voucher for my aunt (28 Sep morning). I received an email with the note that the voucher can be redeemed at any Pick n Pay store and also included the Order Ref. No. I shared the email with my aunt as per instruction of this service. She first went to Pick n Pay, Evaton Mall to redeem the voucher - staff and manager did not know how to assist her, instead they sent her away. She went to store No.2 (Pick n Pay, Thabong Mall), where she received the same feedback. The Manager did not recognize the Ref. No. and did not understand this particular service process. She called Head Office/Customer Care with no help. I then called Customer Care and spoke to the lady who also could not assist and did not understand this voucher service process. Instead of calling Head Office on my behalf, she asked me to call HO myself, after transferring me. Head Office did not pickup the call, the message kept on saying the line is busy. I then called my own Pick n Pay regular store in my area (Ferndale on Republic), thanks to the manager (Warren I think and a lady called Lettie. They were too kind to assist via a Conference call (at my expense) even though the matter had nothing to do with their store. Lettie had to guide the PnP Manager, Thabong Mall through the process. I also had to fiddle and figure that there's a link in the email which now provided a Voucher Number starting with 73 - these ladies were looking for the 73 Voucher No. Ultimately, my aunt was assisted and got her groceries. Gap for PnP: (1) improve the email with the Order Ref.No. by adding a big Link to get to the Voucher No. (2) train all your PnP store staff effectively, including the Customer Care staff. I spent almost an hour of my airtime and my time to resolve my own query. Appalling service!!!