Bad customer service

What a horrible and pathetic service I received today at Exact Maponya Mall. I was returning shoes that I bought online and needed a refund. I bought these shoes online using a virtual card for payment, now Lerato was called by the cashier to authorize a refund (I didn't get cashier's name) then Lerato said I should scan the card that I used for a purchase which is a virtual card, I scanned the card then it declined she then said I need to bring the card and insert it, I told her I used a virtual card and maybe she doesn't know what a virtual card is and how it works because she kept on insisting about physical card and she also suggested a refund on a gift card which I refused because I wanted the actual money refunded to me. Lerato doesn't have good customer service and this is not the first time she treats me this way I even mentioned to her that the reason I buy online is because of her bad customer service I don't want to set my feet at Exact Maponya Mall because of her pathetic service. She didn't even show any remorse or apologize even when I told her about my previous experience with her in their store she only said I should come later when customers have bought with cash so she can give me a refund because she doesn't have cash currently and I know she was lying because stores provide float for such instances. Lerato doesn't have good customer service and I'm reporting her so she can know how to treat people better and speak politely as well because she is rude with customers