Bad service

Yesterday i called tour eastgate branch to find out if i can exchange a ball. Consultant said ots not a problem long as i have the slip. I unfortunatly couldnt go to eastgate yesterday,because i was in the alberton area i went to the Alberton citt branch this morning to get a refund. My son got one as a present and on the same day i bought the exact same one for him. I get there i greet Nkuli who firsly sounded like she doesnt want to assist.i explain to her she leave with the ball(doesnt care to explain where she is going) speaks to a lady Maggy i am told. Cames back and tells me they canny refund because the ball is not damaged and it looks like it was played with. I explain to her what the eastgate branch said and the the ball was in the car since it was bought. So i ask for a gift card rather she says they cannt. I ask ker what altenetives are there she checks with Maggy and says none. Meggy doent even take the time to speak to the customer she was just standing there watch like she doesnt care. Why do you have different rules at your stores? This is not underwear why must i be inconvenienced like this?