FRUSTRATING CONSULTANT - SYDNEY

I tried using my voucher on my app. It said the card is not valid. When I called their support line, a guy called Sydney said that they have a problem and that the funds are sitting on their ledger and that there is nothing that can be done. So I asked how will I get my money back, he says there is nothing that they can do. So I asked what about the stuff I want to purchase as it is only available online. Once again he continues saying that there is nothing that they can do and was rude, and talking over me. I eventually asked for his manager and he said he is not available. I asked for him to call me back and he agreed but to date I am still waiting. I asked for him manager's name whom he gave as Mario but when I asked for the surname he said that they are not allowed to give this out. Same was said for his surname. It is SHOCKING that a store of this magnitude has such PATHETIC service and staff that are rude and frustrate you further than what you already feeling. He was an absolute annoyance to deal with and whether or not his manage chose not to call me back leaves a lot to be desired. What happens to my goods and the fact it is not available in store. So much for a store that proclaims superior quality, they certainly need to relook at who they employ! Sydney was an absolute irritation and I can imagine how many others he irritates with his arrogance!