Bad Service - Hi store Gateway

My mum purchased a cellphone from Hi-Online and service was excellent, phone received and we were not happy with the colour. I called online support and spoke to Aghmad, he advised that if I am just changing the color I should take it to a Foschini store and they will be able to do an exchange. however if i take it to any other store they will do a refund and I will have to do a new purchase. I called Foschini Gateway and they advise that there is a Hi store in the mall and I should go there to do the exchange. It was bought on my mums account and was a gift to me, all I needed to do was an exchange. I visited Hi Gateway...and now the problems start. I was helped by a gentlemen who then went to the back to call ****ha to authorize the exchange. She authorized it but once it was done she then notices that it was under my mums account. She then tells me that I should have told her that i only wanted to do and exchange because she has now credited it back into the account and my mum needs to be here for them to do a new purchase. So I asked her, what more can I say if I say " I HAVE COME TO CHANGE THE COLOR!", She still goes on to say I am not allowed to do the exchange but this was not told to me when I spoke to Hi-Online or Foschini as they said I will be able to do the exchange as I am not doinf any purchases, just exchanging for a different color. I'm guessing ****ha is a manager or something but her attitude towards the staff and myself was pathetic. It was her fault that she did not do the exchange and instead did the refund which i did not ask for. All she could say was, "Sorry but your should have told me its not your account.". Clearly she needs to be trained to check all info first before authorizing as that what a proper senior employee will do. Service from the online team especially Zeyaan was exceptional but ****ha really let the TFG group down. Very disappointing that not all your staff carry the same knowledge and willingness to help a client.