Baby formula return and poor customer service

I bought baby formula this week and unfortunately I purchased 2 tins of baby formula number 1 and number 2, where as I was suppose to purchase 2 Tins of number 1 formula. I returned one of the tin ( number 2) today but the MPHO at customer service refused and said that baby food is not allowed to be returned according to the policy of Dischem, i further escalated the matter and demanded to see the store manager Lucky Mojahi which he immediately also refused to assist me, he said I cannot exchange the product because it’s a ‘sensitive’ product, BUT what I do not understand why is it not written on the customer policy? Does Dischem have them own company policy that is different to customers? Because when I read all the customer return policy they talk about 1. No return of baby food 2. Open baby formula containers.

According to the return policy I fall under open baby formula, which I did not open the tin it is still solid, sealed and NEVR OPEND.

The assistant manager LUCKY still refused to hear my argument and kept dismissing me, he kept walking away and going to the back while I was still in store with an unresolved matter, he kept taking phone calls when I was speaking to him and he kept cutting me off, what made me angry the most is when I said I won’t leave the store without assistance and he told me I can leave. He was extremely rude and lacked compassion, empathy and. customer service. I bought the baby formula for R520.00 I cannot just buy another number 1 formula as it’s too expensive for me to afford at this time.

I am appalled by the treatment I received as a loyal customer to Dischem and I’m so disappointed with the disrespect that a manager can give to their customers.