Worst customer service

I sent my staff member to return a scarf which I had purchased online. It still had the ticket attached and was within 30 days. My staff member came back saying that they had refused the return as they do not return accessories. Firstly there is no mention of that on the delivery note. Neither does it say that online. I then accompanied her to the store and I called the consultant at the till to please assist me once she is done with her customer. When she came I informed her that I had just sent me staff member to return this item and you'll said you don't return accessories,please show me where does it say this on the delivery note. She then called the supervisor who I explained the same thing too. She read the returns policy on the delivery note and proceeded to tell me that they must not have added it there. So I said yes it does not say that. She then tells me I will return it but your attitude you are being loud. So I asked her how am I being loud I would just like to know why did you'll decline the return in the first place. She then asks me rudely was I here at that time.and I said I wouldn't know cause I was not here. I was very disappointed in her tone she didn't even apologize for the inconvenience. Is that how the staff treat customers? I wasn't rude I didn't swear.. All I wanted to know was how come they declined the return if there is nothing that shows they can't return accessories