Different policies given by different personel

I bought my husband a game for Christmas, he wanted me to exchange/get a refund since he wanted another game to be able to LAN with friends. I went all the way to Brooklyn BT Games and was helped by Jaco, he was very friendly and helpful and told me that I can get my money back since the game was never opened, he was about to do the transaction when he saw on my slip that I bought the game at Centurion so told me that since it is a refund we need to go back to Centurion to do this. I also asked until when we have to do this and he confirmed that we have until 8 January. My husband then went today (1 day later) to Centurion where he was informed by the regional manager Neil that there is no way he will get a refund since it is against company policy. They tried to get hold of Jaco but was told that he is not at work today at Brooklyn. Neil didn’t even want to listen to my husband he repeatedly said that it’s against company policy and that is that-very rudely as well. We are very very unhappy since I drove all the way from Menlyn to Brooklyn to actually exchange the game for one that was available at Brooklyn, to be advised we can actually get a refund since the game was unopened at Centurion, drove all the way there (we reside in PTA-East) to be told oh no that’s not possible and against company policy. We will NEVER buy games again at BT Games and will also advise all my husbands LAN friends to stay clear from BT Games!