REFUSE TO REFUND ME

my mum purchased a pair of shoes for my brother, but the size was too small. she went back to change for a bigger size and was told that they do not have stock another branch has the size and they will order it. she said to them if they can not get the size they can credit her card or give her a refund. on Friday 11.09.2015 she went back to the store to query if they got the size but was yet again given the same story and was told that they would call her on Saturday to advise as the manage was not in on Friday. She waited for the call but no one called. we than went to the store on Sunday 13.09.2015 to fetch the refund or the correct size but my mum was rather yelled at to say that she was told to come in on Saturday and the manager is yet AGAIN not in. so my mum said to him but she was not in on Friday as well which he than rep**** \she also has errands to run". My mum than said that she does not care and just wants to refund. 2 of the guys than started yelling at my mother and speaking in zulu to each other about my mother. as we walked out the one said to the other that she is just an \""OLD WOMAN\"" and were laughing!!! THIS IS PATHETIC SERVICE. WE JUST WANT THE REFUND """