poor service

hi

Vukiswa supervisor in customer service *** his line manager Alana not available, referred me to head office ***. matter is. he is unable to assist me and referred me to the store to get print out and he cannot retrieve it or send me via email. I need print out policy where it state that, if I purchase an item and later find out that it cannot fit and when I need to make an exchange and find out that the item is now on sale, price went down. I will loose that cash from original price.