Refinery Queenstown

Refinery clothing outlet at Queenstown Nonesi mall, Pathetic service, I went to the store this morning at 9am, the store trading hours for a Sunday reflect 9 till 2pm, when I got to the outlet the store was closed I left at 9:15 the store was still closed, I left and came back around 12:30, the store was operating, I asked for an exchange of clothing item I bought, they refused and told me they were working manually due to power, my concern is if you able to transact manually what is difficult to process an exchange manually?