No returns department / no assistance

Today my girlfriend and tried to swop a defective item purchased from jet pavilion Durban / the store is a disgrace they do not have a returns department my girlfriend wanted to change the item for a new one same size same everything but due to the store not having a separate returns department like every other clothing retailer out there she was told to go stand I the purchase line which is always excessive due to there never being a full compliment of tills being staffed we refused to stand in the que for a item to be swopped out A staff member named sbu told us the item had to be updated on the system which is a load of crock as I repeat the item was a straight swop same item same size same barcode further more there were two other staff members standing around doing nothing along with Sbu at the time which clearly is part of the reason the payment que was so excessive . No returns department / no staff at the tills / staff standing around doing nothing / pathetic excuse s given for non assistance I will not step foot back in that store it is poorly managed that much is true