Bad services

I went to cancel a labye at Mr Price and the supervisor or manager Mbali said since there was load shedding they cannot do the exchange as the need to get the goods from where they put labye stock. I asked if they cannot do that latter when the light is back as they would have a slip with them but she said they can't. I left and just I was about to leave the mall the light came back and I went back to cancel the laybye and the lady at the till was about to do the exchange without getting the good and she asked the same Mbali to authorise and as she was about to do that she recognised me and told the teller that because the maybe is pending she first needs to get the goods from the stock room, ok I waited to my surprise the items were just placed aside and my late was cancelled. I thought maybe they would need to scan the items since Mbali said she can't do the cancellation without collecting the goods. So it was just another way did me not to.be assisted since I was not bringing in sales to the store but was cancelling so I was not treated as a priority. Mr Price please explain this kind of services