Pep Chatsworth lacks professionalism and customer service

I bought 2 tshirts at Pep Chatsworth last week. I went in today to exchange for a bigger size. I gave them to the front cashier who told me to fetch the items and come back. Not once did she mention join the queue which is right at the back of the store. I bring the bigger tshirts and tell her I am ready to proceed with the exchange. She then very loudly tells me the queue is at the back of the store. When I tell her she did not say that initially she insists she told me to get my correct sized items and join the back of the queue. Now while I understand Pep is quite busy at this time of year with patrons doing last minute school shopping I do not understand why a customer needs to follow the whole queue for 20 to 30 mins just for an exchange and also why did the cashier not just tell us upfront? Most stores have a separate queue for exchanges n refunds but they dont any yet they are always insanely busy. We requested for the manager. His name was Yugen who told us to join the back of the queue too. We told him the staff did not mention this to us and he insisted we join the queue just for the exchange saying the company does not allow for a separate till for refunds and exchanges. I demanded a refund then and there. Pep Chatsworth has zero professionalism and zero customer service! Would it not make sense to attend to customers just doing an exhange so that the already cramped store makes more space for other customers? Or even at the manager's discretion.. If no separate till for exchanges and refunds but to authorise these to be done quicker? I demanded a refund. Wont be supporting you any longer...no customer service, leadership or organizational skills.