Not their normal standards

What has happened to Woolworths customer service? It used to be excellent, now I cannot even get a response. I am a Black card holder and normally get a voucher for a complimentary coffee and magazine- which I really enjoy. Due to the poor Postal service, this voucher normally arrives past its expiry date. So I try and phone to ask them to send the vouchers via e-mail. After 20 minutes they tell me this has been done. A month later still no vouchers or e-mail so I go into a store (19/08) and to their office and speak to Rozetta (Greenacres). She cannot assist but puts me in contact with Head Office. After a further 30 minutes of waiting both Rozetta and I \give-up". This situation has been on going since May 2015."""