Woolworths store cannot trace my gift voucher even though I produce the proof of purchase

A friend of mine bought a gift voucher for me and my colleague on the 25th of November 2022 at Woolworths Mooi River Potch, we were supposed to collect the voucher at Ngebs Mall in Mthatha. My colleague collected hers on the 30th of November. I went to the store on the 16th of December to collect mine. The staff members said they remember seeing this voucher when my colleague was collecting hers but they can't find it in their mailbox. They tried to call Mooi River but could not get any help. They promised to do follow up and call me back, I left. On the 20th of December I went back again still no luck, we even called my friend to send the receipt of purchase but on the day he was not at home, but promised to send it when he gets home. I left my numbers again so that the store can call me. The lady who was assisting me said she did call me but could not go through. Today (11/01/2023), I went back to the store, still no luck, they could not locate the voucher even though I have produced the proof of purchase. I was then advised to ask my friend to go back to the store to claim a refund.