BE VERY CAREFUL BEFORE YOU USE EMIRATES

I am so disappointed with Emirates. We travelled from Jhb to Amsterdam on the 4th Jan and were coming here for a year so we were very pleased to see that we could have 46kgs each. I didn't realise that you are supposed to only have 2 bags of 23kgs each so we put everything into 6 bags instead of 4. We are in our 60s so wouldn't have managed bags of 23kgs each anyway. When we checked in because we had 2 x bags too much we had to pay R5860 for excess baggage. Our 6 bags were within the 92kg allowance. I have written to Emirates asking for a refund and they just came back saying that their staff member offered us the opportunity to take the 2 smaller bags into the plane. We honestly don't remember being offered that option. He certainly didn't say 'would you like to take the extra bags onto the plane and if you don't you'll have to pay an extra R5860' because afterwards I also thought that we could have taken the 2 smaller bags onto the plane, but we were caught offguard by their request for us to pay the R5860 and panicked so didn't take time to just think about what to do. Who in their right mind wouldn't accept an offer to take bags onto the plane instead of paying R5860. Why would folk want to travel with Emirates if this is how they respond to our honest request for a refund?