******* at BT games

My wife bought two games for my birthday a few days ago and was promised that if they were games I had played they could be returned hassle-free. One game was and I tried to return it today. The game I was swapping it for was cheaper than the one already purchased and yet they asked me to pay money in. When I asked how this was possible I was advised that the games were in separate classes and had to be logged as being bought individually, which makes them more expensive. What a *******. I was asking for a direct swap and not even expecting a refund on the difference. The salesperson took full advantage of a woman that clearly had no idea what she was buying at the time of purchase.