Bad customer service

I wrote a review yesterday about PnP BaraCity refusing to exchange a pack of cigarette that I bought on 24.11.2018 of which it was their cashiers mistake. This morning I get two missed calls and a lame response from the store manager by the name of Gary. He tells me that his staff misunderstood the policy about returning cigarettes, he states that the policy say's you can't return the cigarette if the pack is open or tempered with. His management team didn't even bother to check that they where quick to tell me the policy states they can't return cigarettes. How on earth do you promote one to be a manager if the don't even bother to ready and understand the stores policy 's. On the email Gary tells me to come to the store and return the cigarettes now I'm the one who has to be inconvenienced and redirect my daily activities to go to the store for them to exchange the cigarettes because it suits them