Why are customers with damaged goods treated with respect?

My husband bought me earrings for Christmas and they were damaged. When I went to the Greenstone store for assistance I was told to drive to Clear Water and exchange them or they would send them to a workshop but with no idea what they would do with them. When I told Nonhlanha that I found this unacceptable she ranted to a colleague that I did not understand and told me should refused to help me.