Retail stores

I called the store about an item that was available in there store and the lady that answered was very unprofessional. When she could hear me said "what did you say" instead of excuse me, I repeated my self and she went to go and have a look, she came back after 5 minutes found the top and advised it was dirty which I don't understand how something in store is dirty, so I asked if she could have this item sent to the N1 city branch so she goes and tells me that the store needs to call in and then phone them to the item sent. I called N1 city explained to them and they told me that they shouldn't have done that because they could have assisted me at that very moment. So my point is why is it that not all stores operate the same? The fix is not the only store pep does the same when it comes to returns of I don't have a slip but the tag is on I need to go back to the original store where I bought it and when I get they tell me the store should have assisted. This type of experience makes you think twice when you want to shop because now you have to be prepared to go back fourth. I hope this reviews help with some improvement in the stores