confescated sneakers and deceiving a client

I walked into a Sportscene outlet in Cresta shopping centre to exchange a pair of Adidas sneakers this past Saturday as per agreement with one of their reps the previous day. Instead of that my sneakers were confiscated without a clear explanation what so ever. The manager's response was \ it was not was her fault , she does not care and I should take it up with their customer care centre if a have a problem with them reversing the deal and putting the funds back in the account and confiscating my sneakers which were not even bought at their store without my permission\". she then called security guards to escort me like a piece of thrash, refused to give out her name and instructed her reps not to give out any information that would allow me to lay a proper complaint with hello peter and the ombudsman. this is the worst customer service ever and I just don not know how Sportscene hired such a disrespectful woman with no customer service skills. please help me report this matter to the ombudsman and I will do anything it takes to restore my dignity. I felt so helpless in from of all the customers in the store I want her to feel the pain and suffering I went through."