Horrible customer service from Charmaine at HiFi N1 city

I was looking for cheap tablets for my friend's 9 year old son online when I came across what I thought was a tablet for R 899.00 on the HiFi corporation online shopping website. On Fri 10 Jan, 11:30 (8 days ago) order number : #*** for Samsung Galaxy Tab A9+ Book Cover Black was placed. It cost me R 899.00. The order was delivered on Tue 14 Jan, 12:34 (4 days ago). On the same day that it was delivered I used the online contact us form and requested that a return be created since I purchased the wrong thing and was under the impression that the R899 was for a tablet but got no response (despite receiving an auto response on the same day stating that I would be contacted by a customer service rep). On Friday 17 January 2025 at around 4pm I sent my nephew to the HiFi corporation store at the N1 city branch because it was 8 minutes away from our home. My nephew arrived at the almost empty store and struggled to get customer service. He spoke to one of the employees and explained the situation. The employee told him that they could not process the return using the physical invoice that was sent with the order and advised him that they needed the online invoice. There is poor network in the store so my nephew had to walk all the way out of the mall, call me and request that I send it to him which I did. He then went back to the store, struggled to get help again because the employees told him he had to go back to the same representative that assisted him yet this representative was nowhere to be found. Eventually he found her and she then told him that she needed proof of banking details for them to process the refund so my nephew had to walk all the way out of the store again, call me and ask me for this information. I have never been requested to provide proof of banking details for a return or refund so I found this request strange. I sent my nephew the information but asked him to stay on the line with me and pass the phone to the person who was helping him so they could explain why they were requesting this information. I stayed on the line with him and then he got to the store again but couldn't find this employee again. I asked him what was going on and he said he was looking for her. It took him almost 5 minutes to find her and he passed the phone to her. I will admit that I was irate at this point because I could not understand why they were sending him up and down or why it the employee kept disappearing from the floor. Anyway, my nephew passed the phone to the employee and I asked her why they were asking for my bank statement and she advised that they needed it for the refund. I told her I have never received such a request before when doing a return or refund and she responded by asking me if I am going to send it or not. I asked her why she was raising her voice, being rude and sending my nephew up and down and she asked me again if I am going to send it or not. I asked her for her name and she responded by saying 'I'm not going to deal with this' then passed the phone back to my nephew. I asked him to get her name and he told me she refused to tell him her name. I asked him to get a picture of her and he said that she told him he is not allowed to film in the store so I told him to wait for me because I am going to come there now. I was dressed for a beach date with my husband but had to make a detour to n1 city mall, dressed in a bikini and cover up to deal with this situation. I get to the store and ask my nephew to show me the person he was dealing with and he points her to me. I walk up to her and ask her why she was being rude on the phone and she responds by saying she's not going to deal with me. I then stand in front of her and ask her why she's being rude to which she yells I'm busy with a customer and starts walking away. I grabbed the item she was holding and yelled saying 'you won't ignore me again' to which she yells louder 'I'M BUSY WITH A CUSTOMER'. I told her not to shout at me yet she yelled again that she is busy with a customer. I repeated in a softer tone telling her not to yell at me because she does not want to go there with me but she yelled again saying 'I'M BUSY WITH A CUSTOMER'. The customer was obviously mortified by this exchange and another employee (who I later found out was an off duty manager named Lulu) asked me to leave the store to which I responded stating that I am not leaving without my money. She then asked me to follow her to the customer service helpdesk which I did and she asked me to explain what was going on. I explained the situation and she advised that my bank statement was not needed as proof of bank details unless I paid with a cheque account, which I didn't. I explained that I paid with my credit card. She apologised for the situation, took down my details and said she would escalate the matter to the credit team to process my refund for the online order. She stated that I would be charged a handling fee of around R130 since we had opened the packaging which means the item would need to be marked down so they could sell it. She also explained that the item came from a shop called Incredible connections which explains why the employee was unfami**** with what to do. I told her I wanted an apology from the employee and she stated that she would deal with the employee. I then asked her to tell me the employees name and she stated that the employee who I had an altercation with was called Charmaine. I explained to her that I wouldn't have had to come down to the store if the employee wasn't being rude on the phone and she apologised once again for the situation. I have never experienced such horrible customer service from a store and to be charged a R130 handling fee after the horrible way I was handled is ridiculous. Lulu was amazing and it's a pity that she had to step in on her off day to de-escalate a situation that could have been avoided if Charmaine wasn't being such a horrible excuse for a person. Lulu deserves a promotion for knowing how to deal with the horrible cards she was dealt but Charmaine? She should not even have a job. I shudder to think of the other customers who have had to deal with her horrible attitude.