Authorisation of returns

We went to Game on November 29th to return two televisions, but we had to wait four hours for management to approve the return. The staff members had little idea regarding their policies and merchandise. The employees at that store are operating in silos and undermining the company's success. We are grateful to Mr. Prince at Jabulani Mall store, who assumed accountability for our help and managed the process that was moving slowly. It is recommended that Game to re-induct and upskill the employees, especially the management. We are experiencing these challenges because they fail to manage. Do refresher courses about consumer rights and organizational policies please.