Disgusting service and management at Edgars Chatsworth

Edgars Chatsworth Centre- I purchased makeup from their Clinique counter during the free gift promotion on the 29/02/2020, I consulted with the lady that worked at the counter who was very pleasant and accommodating, she advised that the colour I required was out of stock and that I should take two of the incorrect colours which she will exchange once they had received stock, as the promotion would be over soon. This is a common practice of the store and they said it would not be a problem. I kept my purchase in the packaging as requested. I had made numerous attempts to exchange the products considering the period the store was closed due to the National Lockdown. On the 16/06/2020, I went in store to check if there was any update, when I was told that stock is being held up indefinitely and I should return the products and purchase when the stock comes in, she also confirmed that due to the period of time and me explaining that I did not know it would come to this and used the products in the free gift, I could keep the gift bag as it could not be used by anyone else. I proceeded to the exchange counter at which the cashier first explained that the exchange would not be possible as I did not bring in the receipt, I explained that the purchase was on account and he should be able to pick it up. He stated that he needed to speak to the manager and would be back. After 20 minutes of waiting the cashier returns with the lame excuse that the managers are all very busy and are unable to assist me with the return as he then says that only a manager can approve the return without the receipt. When I questioned their customer service as I had made many attempts to rectify the situation he then gets a manager. The manager by the name of Ashvir, within less than 3 minutes retrieves the information required to conclude the return. He then delays this process for a further 25 minutes as he queries various things around the items. Ashvir then requests the the gift bag back with the reasoning that he needed it back to give to another customer (with used products???!!). He continued to go in circles with no consideration for my time or my rights as a consumer, he lacked customer service s****s and gave me at least 3 different reasons regarding the same return all of which made no sense. He asked me to return the product but I needed to return the used gift, he then mentioned that if I exchange the product I needed to take something else now, which I did not want to do and then he said he could not do the return or exchange as I had used the product, apart from the above he rambled on and made no sense. He then asked me to go to the cosmetic counter and be matched for another brand of makeup which I did not want to purchase. At this point I had been in the store for to long with no assistance, I left the store with the products that are incorrect and with no assistance. The manager did not even try to assist me with the return but stared blankly at me when I questioned his options stating that there was nothing he could do to assist. Edgars needs to seriously review their management choices and customer service. I am disgusted by the service I received and highly doubt I will be shopping at their stores.