Shocking service when taking a faulty item back to exchange

Yesterday I went back to Dischem Canal Walk with a L'Oreal foundation I purchased recently and only after using it four times, the dispenser malfunctioned. The lady at the cosmetics department simply told me she cannot exchange it and even imp**** that the contents were almost used up, which isn't possible. I refused to accept this, and then she went to the manager's office behind closed doors - so I didn't see who she was talking to. She came out of the office and told me her manager told her to tell me to call L'Oreal's customer service number and get a reference number.

Then she searched for around five minutes for a customer care number and gave me a number that didn't exist at first, which I luckily tried before leaving the store. She then searched and returned with a L'Oreal product and read their customer care number off of the product and handed the foundation back to me.

When I called L'Oreal's customer care line, Theresa Gwangwa was very surprised that I was a client who called her directly and told me that this is totally unacceptable. She said Dischem should have taken the foundation from me and should have called customer care themselves to obtain a reference number. She said I should escalate this, as she said the manager of that store should know this.

She gave me a reference number and told me that with the voucher that Dischem should give me in exchange, I should be able to exchange the foundation with the faulty dispenser for any other product in Dischem. I'll see what they say when I go today after work.

Then I tried calling Dischem in Canal Walk directly to inform the manager there, of what Theresa Gwangwa told me, however, whenever I got through, whoever answered the phone on the other end simply put the phone down in my ear when I asked to speak to the manager! After my exchange is done at Dischem Canal Walk, I will rather shop at Clicks going forward! I have never experienced this level of incompetence and also uncivil telephone manner at any Clicks branch as I have at Dischem.

I am NOT happy with the poor service received yesterday at Dischem!!! Dischem will not see me again after my exchange!