Pep failing their customers

Yesterday my brother bought a ITEL phone at Pep Cosmo City Johannesburg Store 4873 as a surprise, I asked him to swap the brand because I have a bad experience with that brand name , he then went back to the store an hour after the purchase he was informed they could not accept it , nor swap the phone, I am very disappointed 😞 because he mentioned that no one informed him of the terms and conditions of the purchase.The store manager Yvonne was not willing to assist at all , she referred him to the area manager who said unfortunately the swap could not happen, we are so disappointed by the service, and they incompetence manner that it was handle.I am not happy at all.