Bad Customer Service and Misleading information by Side Step Employees

I'm so disappointed at how your staff misleads/misinforms your customers about your refund,return and lay buy policies. I had a lay buy with your store in Westgate that was due by January and I went to cancel the lay buy today because my fiance bought our son shoes elsewhere. I was told that cancellations on lay buy's are not done so I'd have to take something else of the same amount. I made it clear that I wouldn't take anything else but no one really cared much so I was sent to go find an item I want of the same amount at Skipper Bar (also inside Westgate mall). I left the store knowing very well that I was being told utter bull. When I viewed the policies online it states exactly what I know because I've also worked in retail and I know consumer rights. I returned to the store to confront the manager (Zodwa) who was not there and spoke to a guy I was told is the Regional Manager. To my surprise refunds on lay buy's were now allowed but it would cause trouble because the company's MD had told them that they have too many refunds so they were not allowed to give refunds. I then asked him to give me the contact details of the head office but I was told that the head office is closed so I'll have to call in January. I told him that was fine, I was willing to wait because something wasn't adding up. Next thing I know he now tells me that he'll give me the refund but he'll take my number for the MD to contact me when he finds out they issued out a refund. Like I've never been this angry my entire life. Your company is clearly hiring the wrong people, people who are not honest and people who clearly don't give a hoot about anyone but themselves. I can't even imagine the **** that people who can't access your policies online go through in your stores. I suggest you rehire staff or retrain your staff on customer service because they are full of ****. Side step must really consider printing it's returns/refund policy's at on their till slips because this is ****ed up.