Jet Mount Fletcher Operating in it's own rules

I returned an item a day after I bought it and the lady refused to refund me saying they do not refund cash anymore instead they load it into the voucher card. I asked her where does it state that because the invoice states that you will be refunded if the item is not damaged. She went on and on facing on the other direction and busy with arranging hangers instead of focusing on me as a client. Goes to show how much lack of respect they show on customers in that small town.

Today I phoned the manager to confirm this confusion that they have, the manager confirmed that it is all true as per the communication that they receive from Head Office.

I went back to the store where the item was bought and the item was returned and I was refunded without any disrespect and inconvenience. I asked them about this new policy and they knew nothing about.

Please explain to me as I really do not understand the kind of operations you are running in Mount Fletcher, why are rules different? Why is there no customer service and respect? You never find anyone of your stuff on the floor to assist customers.