poor client service

I am most disappointed with the service received by this client service clerk. I purchased a double pram for my daughter who at the time was expecting twins. Unfortunately she lost one of the babies and I needed to exchange the pram for a single pram. As I didn't have the receipt which Is the policy this lady showed know empathy towards my loss but just said they couldn't help me. I can't understand how people like this work in customer service as this is no way to treat a client. I have been a client of Game for many years and this is the first time I have received such poor service. I would just like to acknowledge her manager for assisting and sorting out my problem.