Really confusing

We bought a screen protector body glove is the brand from incredible connection in alberton. When we opened the box it was empty. We called the contact centre to find out about their operating hours at the branches in both alberton and east rand mall. Because of time we chose the one at east rand mall. The contact centre we asked them if we could exchange the screen protector at the branch in East rand mall as we had bought in alberton. They said yes. We arrived there the tellers advised that they couldn't assist and called the manager. Upon arrival he said we should go to alberton without even hearing the whole story this really was poor service because he said they the call centre tell customers anything to make them happy. Could this have not been resolved internally by the manager with the other branch. This is really shoddy service and a reflection of what incredible connections thinks of its customers.