Loyalty card??!!

My wife and I often go to and buy all our garden supplies from the Stark Ayers in Rosebank, Cape Town. They have a great variety of plants, fruit trees and produce that we need to maintain our garden needs. We have bought over seventeen fruit trees from this branch snd who knows how many plants, compost, soil and other item. After about four years of shopping and buying all these plants and fruit trees, one weekend we were asked for our loyalty card! I said... loyalty card, you have a loyalty card?! I asked how long have you had it running and she said for over a decade at least. This was the first time in over four years that we were asked or offered to get a loyalty card. I was of course not happy or impressed to hear this, after all that I had spent on all the fruit trees and other items over the years. I emailed snd and phoned the manager when I got home and explained this all to her, she was extremely abrupt and rude, do I asked to speak to the owner and she said he was out of the province. I asked to be emailed as my cell phone is not usually on me. I received a phone call and message after asking to be emailed. I tried phoning him back and was always told he was not available. Point being, poor customer communication and lack of responsibility for the loyalty card and all the points I had lost or would have had if I had been informed of or given a loyalty card. I have spent a fortune just on the seventeen fruit trees alone! I would like some ownership to be taken for this lack of customer consideration and care! Thank you.