Disappointed customer

Disappointed, I am a customer walk in and online user. I won biscuits on scratch and win last year and requested that my prize be included on my purchase. It was never done .I called and asked , I was told I need to physically go to the store to redeem the prize. I told the staff member that answered the call that I am in crutches as I am injured hence the online buying. He said unfortunately I need to walk in to the store and the prize has and expirey date of today. In all i forfeit my prize because of my injury 🙃 is that not bad!!! And inconsiderate of the store ?