Shocking treatment at George store

My mother in law was treated horribly and unfair today at your shop at George Garden Route mall. She bought a lampstand with a shade the day before. When she got home, she noticed that there was a dent in the stand. She took it back, and the floor manager went to have a look on the shelf. My mother in law followed her and waited while she inspected all the other lampstands. She then said that unfortunately they can't refund her, as there is not any other stands that are damaged, and that's their policy. My mother in law explained that she definitely did not cause the damage, and would like a refund. She then said she'll go talk to the store manager. She returned and just said that unfortunately they can not refund her. My mother in law then asked her why would she lie. She then even asked my mother in law if she did not maybe bump it somewhere, which is unacceptable, as I feel she was implying that she was taking a chance. My mother in law is 71, and recently lost het husband, so she became very emotional. In all of this, the manager did not even attempt to show his face once, and help with the situation. I'm shocked that an elderly customer could be treated like this. Eventually she decided to refund her, because I think she only felt sorry for her, and not because it was the right thing to do.