Disappoited with customer service

Earlier this week I corresponded via email with Michelle, a sales consultant at the Groenkloof club - and the only reason I am still a member of the gym - about converting my membership from public to Momentum Multiply. Her reply was prompt and friendly. She explained the process, answered my questions, indicated that she will keep a gym bag for me, and even stayed at the club after her normal hours to wait for me. When I got there she helped me and told me that since the bags have not been delivered yet, she will keep one aside and I can collect it as soon as it was delivered. The next day she emailed me to say that I can come collect the bag. I had to wait until I got off work and by the time I got to the club she unfortunately already went home. The manager on duty then assisted me. She unseremoniously referred to me as ''julle outjies'', and rudely explained that I do not qualify for a bag - even though I have two emails from a gym employee indicating that 1) a bag was kept aside for me and 2) the bag was ready for collection. You can really keep your bag. My problem is with the way I was treated and the fact that I was made to go in to the club unnessesarily.