Tim Hortons review: denied promotion and ignorant employees

Bonjour,
Tim Horton is Canadian and I care about my country more than the other popular brand that is not. But...
Yesterday, I stopped by the Tim Horton franchise in Saint-Romuald and presented my «Fidelity Card». The employee told me I would earn a gratuity on my next visit. I went today for a 1$ ice coffee with a code from the last survey I had completed.
I presented my Fidelity Card to learn about that gratuity I had earned but the employee did not know how to operate it.
So he asked a seasoned employee that read the card and told me the gratuity would be on my next purchase !
I had just done it but she told me «next time...»
1. So now I wonder which time I will get to know about that gratuity if there is any such gratuity.
2. Back at home, I was denied filling up the survey today because "someone had filled one in the last seven days." It was me !
But why frustrate a customer trying to stick with Tim Horton ?
I can fill a survey every day at the competition because they know they would lose the customer if they would imitate Tim Horton's rule.
3. Conclusion
I buy ice coffee every day. Tim Horton will only allow it once a week at 1$.
So what do I do for the rest of the week? Visit the competition?
What else Tim Horton leaves me to do ?

Daniel Dubuc
[protected]@mac.com
P.S.: Please give some teaching to your new employees.
I feel so sorry to put an employee in such an embarrassing situation where he has to ask for help because nobody told him how to work specifics.