poor services

I went into the foshini store at cresta mall. I purchased three items ( two shoes and under garments) I was told they can not take the shoes back I need to bring back all items, including the under garments which has been used and the packaging which they come in has been thrown away.

this is why I prefer online shopping through TFG as there is always an issue at the store. when I take items in to exchange, I then get told due to it being purchased online they can not assist. is this not one group? is it not the same company????

With that being said I would like a solution to this poor work ethics that I received from the store and might I add its such an inconvenience going in, standing in a long line with no aircon and being told they can not assist me with my return