Exchange of product

Had such a bad experience now when I went to return a toaster I bought in December which was faulty the lady that tested the product says lots of people return cause of the same problem So I could either take a same brand or a different one with the same price so there was nothing else in the same price but because I bought it with a gift card they refused to give me cash back rather was going credit it to the care again so I said I want to get another toaster with that same funds I can't use their gift card other stores yet they refused told me I can maybe get the funds from a customer shopping in the store I asked why I must I now go from till to till to get someone to buy my gift card when they can just refund me it's not my problem there products had defects as they did get the money from the gift card when it was purchased so what's the problem now asked for the manager he said company policy but said well if they had another brand same or similar price I would of taken it but no they had nothing only the same defect brand Then the cashier kept the gift card and I was waiting I said are use not going refund she said no then I had to walk to customers by four tills looking like a beggar for some one to take my gift card and give me the cash while the store manager watched me from his cubicle I was so disappointed in the manner they handled my situation Vangate Mall Never did I experience such inconvenience at spar or ShopRite or Woolworths and I've been going pnp regularly which I think I should stop cause if this is how they treat their loyal customer then I don't know