Rude Manager

About a week ago , I accompanied my mother to make an exchange at Checkers at BT Ngebs shopping centre. Mthatha. we were then referred to the manager who was very dismissive and rude. My mother who is a pensioner was made to apologise for making this error that resulted in an exchange, when I questioned her about where the challenge might be in making this exchange, she immediately told me she did not have to explain your systems to me and that if it pleased her she did not have to do the exchange , she was simply doing us a favor as this was inconveniencing her. This ruined the entire customer experience for us , we had to buy a few other things but opted to buy them elsewhere. Her name is Dolly, please assist her with training as to how she should handle customer queries of any nature . She was also very rude to staff and spoke in demeaning tone to the staff in front of patriots, never seen anything quite like it.