Edgars Mall at Reds has shocking zero morals after swearing incident from manager Lucinda

Went to the Edgars Mall@Reds on Monday afternoon. Purchased two jeans online and went to return it. Stood in a line for 20minutes with 3 people helping one customer with an issue without anyone else helping the rest of the line ( i have photos of this). I eventually asked if no one else is going to help and then only the manager Lucinda called her staff to assist. As for Lucinda… she is the rudest person i have ever met and if you guys still keep her after this as an employee i will be shocked. She asked an employee by the name of Reabitse to assist with the “refund” and this woman had no idea what was going on. They ended doing a non slip exchange for me with the money going to a giftcard. I asked her why i was getting a gift card when i paid cash for my purchase and she tells me that i dont have a slip. I told her that ive made many purchases with Edgars online and i was never sent a pdf invoice, the email with the items and prices on it is the slip. She tells me that shes the one working for edgars and she knows better that i am wrong and thats not the slip. I did a search for edgars on my email and i tell her mam, look ar all these prior purchases on my phone, can u see an invoice, she tells me edgars sends invoices. I said they dont she says they do and she starts raising her voice as we go back and forth. I tell her not to scream at me as i can also raise my voice and all the customers are going to hear whats going on but i want my cash and not a giftcard, she tells me i have no choice but to take a giftcard or we can be here all night and that if i can raise my voice she can scream louder than me. I told her give me the gift card but she is incompetant as a manger and i will be reporting this to Edgards head office and make sure she is disciplined for her behaviour and attitude. I told her ive been standing here for 35minutes waiting for u to sort out yourselves, i had to ask when more people are gonna assist and then only you call your employees. She calls me a **** to my face 4times and tells me i havent been here for 35minutes and she never heard me call for more assistance in the line. Thank God i had taken photos of pants i need to but for my brother who was leaving for overseas the next morning and asked my mom if it was the correct size and according to the photo it had been 35minutes i was in the store. When i told her to look at the time i sent the pics she tells me “i dont want to look at your photos”. I told her why dont u want to look coz u just called me a **** to my face, She then calls me a *******. My husband was so angry he actually swore her and walked out the store. Later that evening we went to edgars mall of africa and i spoke to a lovely employee Nonhlanhla. I asked her and the other cashiers to confirm what invoice we receive when purchasing online and she said theres no invoice but a confirmation email that serves as the invoice. So Edgars, please explain this to me. How does many employees at MOA know this but Lucinda did not and insisted to me that i was wrong, wasted 35 minutes of my time, called me a ******* to my face, screamed other insults and swear words at me as i walked out the store. I am shocked and disgusted at this incident and i want an outcome of disciplinarry for this. Please also pull camera footage of this incident.