Woolworths shocking service

My son’s mother in law who resides in Croatia ordered and paid for gift vouchers online for her brother who lives in Johannesburg. Total value R1200, date 22 December 2020. When he tried to use them he was told they were not validated. She has been unable to resolve this matter at huge cost to herself. I have been assisting her as I reside in South Africa since 7 March 2021. Woolworths lack of response is shocking. My reference no is ***. It is still unresolved . Woolworths should be ashamed