Unprofessional Store assistants changing return policies

I visited American Swiss retail store at Loch Logan Waterfront in Bloemfontein on 18 December 2020 to return a wedding band bought at American Swiss in Joburg. My fiancee and I were informed by the store assistant after taking the merchandise back store that the system was offline due to a mulfinctioning airconditioner. We rather take the wedding band to another American Swiss nearby.

On the 19th we visited the store again to return the wedding band however this time we were assisted by Prudence who could only give her name and had refused to provide the surname. She said she is the assistant store manager and informed us that we could only do an exchange to the same amount as the item being returned. Given that the item had been bought at another store or alternatively return it to Jhb where we had made a purchase. Albeit the merchandise meets all the requirements of the return goods policy as mentioned at the back of the store receipt issued at the time of purchase.To reach a compromise we asked her if we could not instead make a gift card as we had already bought a wedding band at Sterns and there was nothing in store we wanted at the time. She flat out refused saying it will still remain as a negative to her sales

We further asked her to show us this return policy of not allowing for full refund of items bought at a different Foschini Group Store, as the item was bought at another Anerican Swiss. Although she used a soft tone, she was rude and unprofessional. I asked her why was she making us out to look crazy for asking her to provide us with the policy she is referring to which does not exist. She confirmed that we are indeed crazy, acting as if she is making stuff up.

She concluded by saying she will not be able to assist us as she does not have the authority to perform item return process, even though she had introduced herself as an assistant store manager. She informed us to rather return on Tuesday, albeit the 30 days return period expires on the 22nd of December 2020.

Eventually we were assisted in the same shop by another store assistant who was friendly and professional. I called the Area Manager (Nicole S.) who said she will address the matter on Tuesday upon her return to the store.

I'm very disappointed in shop assistant who make up her own policies alrhough she claims to be an assistant store manager and can go as far as saying customers are crazy for asking for clarity.