Complicated system or just lack of proper system

I had the worst experience at BW Tygerberg today, 10 July 2024. All they need to do was to swop two items, which cost the same. You first need to go to return. There were nobody at returns. Was told to go to the cashiers, but they cashiers send you to another cashier. Apparently neither of the cashiers could do the return. Was sent to another person just to get a code. Back to cashier and then back to returns. Returns want to take their time and then refunded the wrong amount as well. Back to cashier one. Eventually the item was returned and the other one received. The security is up in arms because of the wrong enterence been used. If it is taking one and a half hours to swop an item then either the system is not working or the people dont know what is actually going on or are not willing to help or or or or.