Disgusting service

My partner purchased a pair of nikes from the Kenilworth branch,(3 Nov 2022) after some assessment at home she felt the shoe was not as comfortable and didn't particularly like the fit of the shoe, she subsequently attempted to return it the next day and was informed by the sales rep who also claimed to be the manager (Devan) that the shoe cannot be returned as this was not part of their store policy, she was forced into exchanging the shoe and adding an additional item to make up the amount she had paid initially. The shoes were not damaged, hence allowing an exchange but the request for a refund should have been granted and not forced into an exchange. We called the store after checking the websites return polices and it clearly stipulates there is a return period and nothing about having to exchange an item, Devan answered and once again repeated that the item cannot be returned and refunded and that the online policy differs to that of the stores. We requested to speak to another person or department and a number he provided rang and did not connect to anything or anyone ***). We tried calling a few other branches to get a second opinion and finally got through to your vangate mall branch where the manager of the store took the call and confirmed that the item can DEFINITELY be returned and that Devan is not the manager of above mentioned Branch. This is unacceptable and disreputable of a well renowned South African shoe retailer.