Watch Return issues

My name is Sindi Msomi I encountered a problem at American Swiss Pavillion branch in Durban, On the 3rd January at 11h00am i went to American swiss with a watch i had recieved as a gift together with the recipient as proof of purchase for an exchange i informed the lady that assisted me that it was a gift and she had a look at the slip as well and said i can still change its within 30 days, i chose a watch and unfortunately it was R100 less than the watch i had in my hand, i asked how the exchange would be done the lady whom I don't recall her name said they would have to give me R100 as cash because I don't have the account it was bought on but the exchange was not done because it was still the morning and she said no sale had been done she would have to call me i must walk around the mall she took my number and I left Unfortunately i didn't receive the call i went home On the 5th January 2024 at 10am recieved call from American swiss from the same lady who had assisted saying she is sorry she didn't call that day i should come through today as the watch i want they only have 1 left and the is money in the store, i said I'd send someone she insisted it must be me as the change can only be given to me At 12pm i arrived in the store was assisted by someone else, Nolwazi who 1 didn't have a name badge for easy identification who was really rude and ****y and stated she was the manager that day I stated my issue showed her the watch along with receipt but she said i can't have the watch i picked 2 days ago i must find something else, we searched but there was nothing appealing to me to the value of 600 of my original watch I told her I can forfeit the 100 i dont mind she said no She said I must pick Found a watch for R584 at the till she then says she'll give me change I asked how is it possible you can't givr me R100 change but R16 you can give she said because it's little with a stinking attitude I'm really angry and disappointed at the service I recieved there i left with out changing the watch I'm really confused till this day how people in the same store can speak different languages about their policy and the mananger contradicting herself in front of the customer I wouldn't recommend anyone to shop at American swiss pavilion