Lost 10%

Went to Stuttafords on Wednesday, asked about their loyalty rewards card was sent to customers service n was told I have to download the app as it cannot be done manually, to my surprise after paying was approached by a very friendly lady who helped me to get the card by completing the form. Today wanted to use the card was told I have to go to the customer's service point where they will be able to help. I went there n was told sorry you can only get the 25% off not the extra 10% as systems are offline. I asked if it can't be done manually no was the answer, no attempts were made to try and help me. The lady just looked at me n said they offline n there's nothing she can do. I feel I lost on an extra 10% n not even a manager was called. I ended up buying the shoes as it was the last pair.