Voucher policy is soo 1998 in an AI world

Being the tech-savvy person that I believe I am, I app**** for an account online, with the promise that I'm going to get vouchers worth R1000. The process was very quick and efficient, as it should be in 2024. It was a shock to me to discover that the vouchers promised to me cannot be used online even though the entire application process (excluding card collection) was completed online. I asked about this when I went to collect my card and was told that the voucher should go off automatically (lie) if I buy a full-priced item. Last week I purchased a full-priced item expecting the voucher to go off automatically, and to my dismay it did not. Today I went to the store (Parow East, Cape Town) to collect my purchase and I asked about the voucher issue. First response was that there should have been an option for me to enter a code (lie). When I told him that option was not there, he then referred me to someone else who then said that vouchers cannot be redeemed online. So I asked how I can then go about ensuring that I can redeem the voucher because at this point it looks like I’m never going to be able to redeem these vouchers because I’m not a person that likes to shop in-store for clothing in addition to the fact that most of the stuff I want is never available in the stores I’m closest to. First I was told that’s not possible (I retaliated by stating that surely a refund could be done and transaction could be redone). At that point the smug answer was that I should go downstairs to get this done as the 2 tills upstairs are only for online deliveries. After lots of arguing (at some point being told that transactions cannot be done on those terminals even though I was previously allowed to make a payment on the same tills after collecting an order) I decided to go downstairs where there was a queue with only one person serving customers yet there are other tills (upstairs/downstairs) that could have been used to serve other customers, effectively reducing the time it’ll take to serve customers and saving customers’ time. Finally, after about 10 -15 minutes of waiting in the 2nd queue, the transaction was processed but not before another cashier told me yet again that my request is impossible and then getting a superior to assist. While it makes sense for the upstairs till to be used for online orders as it’s closer to the storage areas, it makes ZERO sense to be turning customers away from two tills only to join a long queue. This is an example of when stores choose solutions that SUIT them over customer-centric decisions.

So my take so far from this is: - Your people are inconsistent and are not correctly trained, as has been proven by the information I’ve been getting from just one store - Your online systems are dated and do not create a 100% seamless experience for modern-day customers (premise of this being the fact that I app**** online and should be able to use vouchers online) - The fact that these voucher terms are not communicated during the application process is also false advertising and a **** - Your stores, Parow specifically, make up their own policies and processes with ZERO customer-centricity in mind