Poor service and workmanship

Purchased a 28cm casserole yesterday at the Ballito store only to arrive home and notice a defect, returned it this afternoon and was willing to take another pot but the 2nd one was also defective then I requested a refund to my card only to be told the sales assistant (Khanisile) does not know how to do refunds and can't do refunds over R1000 she was also not able to locate the book with instructions. She then phoned around for 45 minutes to get hold of the area manager at another store because she did not have her cell phone number which should be available in situations like this. I then had to complete forms for a refund which needs to be sent away for processing before getting my money as they can't do a refunds to your card. I struggle to understand how staff are *********** and not trained in these processes and why not 1 but 2 pots of this 'high quality' present with such poor workmanship. I'll probably have to follow up with the store as to the return of my money application status because with the level of incompetence displayed I'm sure that won't go as efficiently as I wish. Time wasted.