Bad customer service

I recently visited a midas store in mamelodi 2 days ago to buy a bleeding kit. Today I go back to exchange it, the security guy signed it off without a hassle but now at the counter, the sales guy starts telling me that they don't do exchanges or returns but their policy on the receipt says I can do that. I tell them that it's your policy; and he is like it is not important what's written there. He goes to another guy to authorise on the computer and he also is dismissive of the policy not even adhering to covid-19 PPE. Overall the customer service there at mamelodi is bad because of people who don't see value in customer service.