Mr Price Group / MRP review: Misleading promotion and poor customer experience

I am writing to formally express my frustration and disappointment with both your recent promotion and the level of service I experienced while trying to make a purchase.
Your promotion advertised a discount of R850 when spending R4000. I attempted to purchase a sisal marble rug priced at approximately R3800, and in order to qualify for the promotion, I added a second item to meet the spend threshold.
At this point, a major issue arose:

When purchasing the rug alone, I was given two delivery options — including in-store collection, which was my preferred choice as the rug could easily fit into my vehicle.
However, the moment I added a second item to qualify for the promotion, the system removed the in-store collection option entirely, forcing me into a R400 delivery fee.

This completely defeats the purpose of the promotion, effectively reducing the value of the R850 discount.
In an attempt to resolve this, I:

Visited two stores (Argyle Road and Pavilion),
Engaged with two store managers, and
Called customer service approximately five times.

Customer service repeatedly advised that stores could arrange for both items to be delivered to the store for collection. However, both stores confirmed this was not possible due to a system restriction that prevents combining certain item types (e.g., a large item with a smaller one).
This limitation:

Was never communicated in the promotional terms, and
Appears to be poorly understood internally, as your own customer service team gave incorrect guidance.

To make matters worse, even in-store staff had to resort to a trial-and-error approach, as some item combinations worked under the promotion while others did not. This clearly indicates a faulty or poorly implemented system.
Despite spending a significant amount of time travelling between stores, engaging staff, and contacting customer service, no one was able to assist me in resolving the issue.
Ultimately, I was forced into a situation where:

I either lost the R850 discount, or
I accepted a R400 delivery fee, which undermines the value of the promotion.

This experience reflects:

Misleading marketing,
Inconsistent system functionality, and
Unacceptable customer service.

I request that Mr Price Home:

Honour the promotion as intended without forcing unnecessary delivery charges, and
Investigate and correct the system and communication gaps that led to this experience.

I look forward to your response and a fair resolution.
Regards,
Nasrin Vanker