Bad service. Not wanting to give my gym bag

When i joined planet fitness, i was told to attend the gym atleast 16times before receiving a gym bag. I then finished the 16attendance period and was told theres no bags. I was then told to enter my details and will receiv a phonecall when the bags arrive. No phone call. I went after 2weeks. I was told to produce my 16times card 1st and to be there before 5. Whereas a guy working there told me its fine i dont have to produce the card as long as my id and signature is on the form. So this lady refuses to give my bag... She wants the card and she demands that i be there before 5 o clock. I explained to her i am unable to as im working until 5. But she refuses to keep my bag. Her conclusion... Im one of the people who has been denied... What nonsense!