Refund IMPOSSIBLE

Bought shoes online on the 15th of June 2021 from Steve Madden, unfortunately the shoes did not fit so i had to return them, i sent the shoes to my friend who stays in Jhb to return/exchange them for me as i stay in the NC. she went to the Steve Madden store(Fourways) last week with the shoes and explained to them and asked for a refund. They told her they can only refund her if she has a credit card. She doesnt have a credit and therefore left. I then called their head office and i was told there is an option for a cash refund in the store. I told my friend she went today again to Steve Madden Fourways and was told again that they CANNOT help her as they do not have money. This was at 16:55. She got horrible service not once but TWICE without any explanation whatsoever. I wonder what will it take for sales representatives to treat us all the same regardless of who you are. Im HIGHLY DISAPPOINTED with STEVE MADDEN Fourways staff and their attitude towards customers, its APPALLING to say the least.