2 weeks waiting for a small issue to be resolved

on Sunday 01 December 2024 I went to mall of Africa to refund the clothes that bought with a gift voucher, I successfully refunded the clothes and since I had left the original gift card at home they gave me another card , I went to the male section to pick some shirts and went to the fitting room to try them on, when I came out I realised that the gift card was lost, I immediately informed the staff and they checked the CCTV to see if they can find it, they could not find the card or see where i dropped it. I asked them to block it which took them 3 days to confirm that the card was blocked. I went to the store more than 4 times trying to get a new gift card voucher because i needed to use it but i was not assisted., on Monday 09 December 2024 they called me to say that the gift voucher was approved and I should receive an SMS with the new voucher number that i can use to buy at any of their stores, today is the 13th of December and I still have not received the voucher, I am so disappointed with the service that I received from Woolworths, they always say that Woolworths has the best service ever but I beg to differ, even the smallest store would not take 2 weeks to resolve this matter, provided that that i had everything they needed and the card got lost 10 minutes after getting it from the till, ,I had such a horrible experience having to call people and ask them to do their job, wasting petrol going to mall of Africa without getting assistance. i actually regret why i asked my colleagues to get me a Woolies voucher. the service is pathetic bad