Afrox Mafikeng

After buying a gas appliance yesterday my wife went to afrox Mafikeng to buy a 19kg gas bottle and the sales person refused her request even though they have plenty stock , the sales person told my wife they only do exchanges ?? When my wife asked the person how do we obtain an emty bottle to exchange if we can't buy one in the first place , the answers what's just sorry we can't help you ??????? I also reported this to customer services and in reply I only got a standard reply send out to all customers ????? So no direct reply to my email ??? Is this how they do business ?????