No accountability from management

Builders Warehouse Rivonia Sunninghill unable to assist with me with return of flowers bought. They said policy does not allow them, I requested to see it as it's not stated anywhere on their T&CS for returns. It's not on the slip, not on the website and not in the shop. I called them before I drove to the store,and they confirmed that they can assist me with return of flowers provided that I have a proof of purchase. Upon arrival,I was told that I have been given wrong information and could not be assisted. Who needs to take accountability for incorrect information provided to clients? And should T&CS not be stipulated? I called the manager Andre,who initially refused to see me,but later on came after I pleaded. Still not assisted.