Bad customer service from Philile

On the 26 May 2022 I went to Pep store at The Glen mall to buy my daughter winter pj's and slippers. On to find out the make of the slippers doesn't fit her even a bigger size doesn't fit her on the side of the slippers. So on June the 2nd 2022 I went to Pep store in Maponya Mall for a refund. I was assisted by a lady by the name of Philile who told me I need to go back to Pep The Glen Mall for a refund. I asked her why do I need to go back to Pep The Glen Mall for a refund given Pep Maponya Mall is the same group of Pep Division. She then told me with an attitude that policy is policy and there's nothing she can do I must just go. I was shocked at this because in other stores, you can exchange or do refunds regardless where you bought the item. I would like to know must I drive all the way to The Glen Mall for a refund of R65 given I stay in Soweto and Maponya Mall is 5mins drive to my house. I would like clarity from Pep if this is the case and why is it the case if so.

Looking forward to soonest response to the matter

Regards;

Sibusiso

***