Very bad client service

This business just lost 2 clients in a few seconds. My Mom ( a pensioner)bought a rail bracket at Build It in Belhar and because she visited me in Kraaifontein thought she would return the R20 item at the Cape Gate branch . Unfortunately it was not that simple . As made very clear by the lady at the door and Micheal the branch manager , they cannot take it into their stock because they are franchise and she must refund or exchange where she bought it.This is what you are told only then and is nowhere on any of their slips or signage. We now took it on the chin and returned / refunded the garden rake we bought by them 5 minutes earlier as I would the brackets in Belhar. We cannot in conscious support a business that deal with clients like that.