Annoyed and disappointed

So I went to Pep cell at mall of the south to go exchange earphones because the one side is not working,the lady told me that they can't exchange them for me because the earphones are not facing the right direction which doesn't make sense ,on the slip it clearly stated that for a refund or exchange the item has to be within the warranty period and in the original packaging with proof of purchase,so I have all that but still could not be assisted I walked out the store .then I decided to go back to clarify something I found the 3 ladies gossiping about me and the lady I was with.like I'm not even asking for a refund just to exchange.