Time wasted for nothing,

I have never experienced such a rude and bad service in life, while the NCR have tried to make our lives easier as customers but there's still other stores that treat us bad, on Saturday after work I went to Edgars in kolonnade to return my son's shoes while I was there I decided to buy a trousers but cash then when I got home that trouser was small then Sunday I asked my mom to return it to Edgars at phola mall because I had stuff to do because tomorrow I am going to work unfortunately when she got there she was helped by the lady named Mbali, Mbali told my mom that since she can't find the right size she can't refund and she can only give her a gift card, my mom was surprised also then she called me while she was in the stores then Mbali said to her since she does say she wants a refund she must take it back where she brought it, so now I must take time off to work to return the trouser to kolonnade.When my mom got home I went back to Phola mall and asked her why she said that because its even written on that slip that I can return it if I am not satisfied with the product, now she is asking one of her colleagues to help I said no I want to see your manager(Daniel) I have an account here but I was never told what you told my mom, She called him and he said give her the refund then I said no I want to speak to him personally, when He got there He said, he knew nothing of Mbali not refunding the stuff, how can a manager not know how his stuff treat people and violeting the company policy and also wasting customers time and money because when Mbali called Him, she said "remember that lady that brought stuff at Kolonnade she is back", the stores does mind wasting people's time and forcing them to take what they need, if you don't want to take it you must spend money traveling back and forth just because you didnt buy it there.