Woolworths Gateway Service Sucks

Recently had a problem with Gateway Store. A manager called me and offered a whole grilled chicken as an apology. I asked if it won't be a problem when I get there he said no he will inform all the other managers as well. When I finally got to the store nobody knew anything. It was so embarrassing as I then ended up paying for the chicken. So why is the Gateway Store manager making promises he cannot keep. It cost me my time my fuel and my money for parking and this again only to sort out an issue that happened prior to this. All managers that I saw on my return had confused looks on their faces.