Unhappy client

Rage mall@carnival opened a few weeks ago and the customer service is just pathetic,I bought a shoe wanted a refund,they gave me the run around about not being able to get a hold of customer care,I called customer care infront of them only then they lady on the phone could assist me,then I bought a shoe at another branch and wanted to change it for something else at the mall@carnival branch they turned me away saying I have to exchange it at the branch I bought it,they on video calls with friends when you need assistance is this what working in retail has become? Is this a tuckshop?I'm not sure how they work but I've never experienced such in another other shop in my life. So unprofessional will never set foot in that shop again.