REFUSED TO EXCHANGE ITEM

Juniata refused to exchange an Estee Lauder item that they currently have in stock due to it not been purchased from Edgars. She said the system will reject it. . According to returns policy it does not stipulate the same. She once again claimed that RED SQUARE is not affiliated to EDCON but could not verify when these changes came into effect. How is this possible when the same card is used to purchase at both these stores. She was ready to accept my purchase but not my exchange. . On speaking to Simphiwe(CUSTOMER SERVICES) on 14/11/2015 he could not explain has to how red Square can accept returns from Edgars and not vice versa. This is absolutely unacceptable . Juanita has really inconvenienced me but not accepting the item thus wasting a lot of my time. Even purchases made on-line clearly states that exchanges or refund can be done at either EDGARS OR RED SQAURE. How is it that THE SYSTEM will then not be reject it.