Bad customer service

I was exact yesterday evening to return an item I bought online. I usually return thing I bought online at the same store but I have never been asked to produce a printed document. The invoice I show on my phone is usually enough. Yesterday I was told I have to have the actual document as apparently their process changed. I told the lady( in the black top) that I returned Item before I never used to print anything. She said she will asked here manager (lady in the blue top) who then refused an said they need the document. She gave me an email to email the document ********** to sen, I wait over 30mins the email didn't show on their emails. The manager gave her another ********** (they still had the audacity to backchat while I was looking understandably irritated) still nothing came through. The store assistant eventually gave me her email where she eventually got the invoice. I then asked the assistant for her managers name, the lady suddenly wasn't her manager anymore and she didn't know her name so I took the liberty of taking a picture as I was clearly being fooled. I stood in that store for almost an hour. I'm profusely disappointed at the service I received. I mean we are trying to go paperless now all of a sudden I need to print documents before I can do a return. I'm not happy at all about this and the disgusting service I received at the store.