Bad customer service

On the 26th my fiance and I purchased a JBL sound bar which was R16400 and we asked about their return policy etc then they said we will get at when we leave the premises unfortunately we never received then we arrived at home and we opened it so that we can test it after testing it we were 100% satisfied then we had to put it back inside the box since we wanted to do a TV and sound stand first unfortunately before end of day we received bad news that my mother in law passed on and she didn't have any funeral society so since we didn't have money on the same night mh fiance and I decided that we should return it and use the refund for burial ,the next morning I called at STAX woodlands I spoke with a lady by name of Rica then I asked if we can return it then she said we can only return it if it was not open so I said we opened it because we wanted to test it then she said it's fine we can come to there store and they will do something about you,mind you we have to drive from hammanskraal to garsfontein ,when we arrive there Rica said she truly one to call the HR department for authorization then the sales rap who is Abram the one who was assisting us took our contacts so that he can call after speaking to the hr department, fortunately Abram called us afte few minutes to come back to the store and hear from Rica then Rica said they can't refund us because we opened the sound and tried to explain that we need to use this money for funeral and again for petrol I also asked her why didn't you tell me over the phone that we must not bother coming there because you won't give us a refund I even asked her where did you write about your return policy then she said it's not their fault it's the sales Reps problem not theirs

She was so rude and she didn't wanna listen to us ,she didn't want ot admit their mistake ,right now we have to borrow money for burial and again we lost money for unnecessary petrol like I'm so frustrated so I wouldn't advice anyone to buy at Stax woodlands find another branch