A culture of undermining a customer

I bought a door lock at shoprite New Brighton last week and I went out of town. Last night I came back and I could not open my door as the lock was damage 😳. I managed to take the lock out as I was told that it was returnable should it have problems. I got there to be rudely told by one of the managers that they will not take it back. As this was happening another manager Thabisa was looking and she rescued me from that rudeness and assisted me. I called customer care and they spoke to Thabisa who was assisting me and she did the refund.