Poor customer service

Good morning. I am extremely disappointed with the pathetic service I received at Pep Maponya Mall.

So I bought shoes for my son yesterday at the Cresta branch but unfortunately when I got home the size was small. I went to Maponya since it's closer to where I reside. I was hoping to exchange but I just couldn't find something to exchange with. I got to the tills where I found Dimakatso who surprisingly told me that they don't do cash refunds from other store. She gave me this attitude which I didn't understand because prior to making a purchase at Cresta I asked if I can do the refund/exchange at another Pep and I was told that I can do that hence I came to Maponya.

I left the store since I was fuming I then decided to call the Cresta branch and they asked to talk to the staff members which I had to go back to the store again and when I got there the lady I found there didn't wanna talk to the person they just ignored the person who was on the phone and they said it's fine they'll do the refund. Only then I was able to get my refund after again waiting for a good ten minutes before I could get assistance. I am a regular at this particular store and it pains me that it's nice when I am buying but if I'm not happy with whatever I bought they don't wanna help. Very disappointing and not good for business if this kind of attitude persists.