Kickstart card for tog bag

I filled my kickstart card at planet fitness Westwood. after fulfilling 16 visits then was told they didn’t have my tog bag reward. I asked every week I came for the next year. I haven’t been at the gym much in the past year but everytime I did go I continued asking and they were either out of bags or there wasn’t a manager there at the time I was going. I eventually ask when they do have bag but before giving me the bag I was told that the manager has to check with head office because my card is old. That is absolute nonsense.