Entitled stuff and doesn't want to do their job

Mr price at Lilian ngoi opposite tramshed has the worst service, I bought a bigger size went there to change it and they said they are offline and this is not the first time, I bought boots for my mom and the size was smaller and they said the same thing. Is this a way of not allowing your clients to exchange. Is it a trend because it truly sucks. We take time out of out lives to go there only to be told lies about the system.