No rewards

Today I visited the Tyger Valley Centre branch in Bellville, Cape Town with my Mom. I downloaded the rewards app on my phone last night to use today. Apon arriving we placed our order for 2 reusable bamboo cups, with complimentary coffee, and something to eat (Spen nearly R400). Now not knowing that I had to tell the person helping me that I had the app the payment was done without the rewards. They also did not ask if I had the app, I thought it would be that you had to load your slip nr or something to that effect... When asking the person helping me they called the manager, but owner was present but did not respond, and he told me that I was suppose to notify them and it gets loaded differently before the payment is made. I feel that the client should be asked beforehand if the have the app to give the client the best service possible. The Owner can also be more proactive when they are present and give their staff proper training, and maybe assist a client from time to time.