Cross trainer Mall of Africa bad service

I went there to cancel my laybye, because I have the right to as a customer due to personal reasons I had to, when I arrived at the store it was around 2pm and I was told that it was late for me to cancel and they said that they have to firstly call the head office so that someone can process the cancelation, so they said u must return to the store early the next day. I told them that I work and I normally don't have time at all, they ddnt seem like they wanted to help at all, so I call their office and the person who assisted me said that why don't they assist you because we are closing at 5pm, he then said that I should hang up and he will talk to them, in a second they called me back and I was refunded. Now if u were to compare the service, when you buy at first they are kind and all but why is it that when one wants to cancel a laybye or do an exchange they are not interested at all!