NWJ Mall Of Africa - Terrible Customer Service by Shop Manager

I made an online purchase during the lockdown. The stock was delivered to me end of May. I then went to the NWJ shop at Mall of Africa to return the stock and purchase another item. I was told by the manager of the shop that she cannot assist me. She was rude and unhelpful. I didn't appreciate how she just brushed me off. She said that if the purchase was made online, the store has nothing to do with that and I will need to contact head office for assistance. She also said that I will need to pay an additional fee for NWJ to assist with the collection and refund. This was on the 21st June 2020. I then contacted NWJ head office. A really helpful gentleman by the name of Brenton assisted me. He informed me that the NWJ store could infact assist me with my refund. Also that collection and refund will be at no cost to me. Now because the manager at NWJ Mall of Africa couldn't assist me at the store on Sunday, I had to keep the stock purchased online and make a new purchase of items I want, instead of making an exchange. I will now need a refund for my purchase online. This could have been a simple exchange of goods at the shop if the manager at NWJ Mall of Africa wasn't so rude, was willing to assist me and was well informed of the process and procedures. My family and I purchase jewellery regularly at NWJ, this is the first terrible experience I received. I don't think I will be shopping at NWJ Mall of Africa any longer.