Business ProfileforAmy's Ice Creams

On 2/28/23, I received a $75 gift certificate via email for use at Amy's Ice Creams. When I attempted to redeem this for the first time on 3/27, an employee at the Westgate store said that the gift card couldn't be used at that location. He then explained that ***'s had a new system for redeeming gift cards and comped our ice cream. Assuming that ***'s would have resolved the issue, we attempted to use the gift certificate at the Manor location on 4/30. Again, we were told that the gift certificate couldn't be used, and with our ice cream already in hand, we had no other option but to pay by credit card. We had ordered ice cream for 6 people. I asked who I could contact to address the issue, and the manager said he would call me back within ***************************************************** that period and I did not hear back from ***'s based on the review I wrote on their automated receipt system, so on 5/3 I emailed a general contact that I found on ***'s website. I requested a refund to my credit card. An employee responded the same day and asked for my gift card number, but after that was sent I didn't hear back, so I emailed again on 5/5 asking if there was more info needed. The contact said it was more complicated than expected and emailed on 5/10 saying that the gift certificate could now be redeemed. I asked again on 5/10 about being refunded the amount we had already spent but received no response. I emailed 5/11 to voice a stronger complaint about our experience as customers and to request a refund to my credit card (I would simply like the same amount to be deducted from the gift certificate). Today, 5/12, I received a response saying that a refund was not possible but that they would offer an additional 5 free ice cream gift certificates. ***'s seems to be aware they've sold gift certificates that do not work but has also taken no steps to instruct managers on how to handle these claims, nor made any effort to contact customers who were affected.