Teach your staff about your own processes

Bought a backpack on TFG online and delivery was at Totalsports Brooklyn. Collected the bag and found that it was not as depicted on the website. Then ordered another one and when I went to collect the second bag I returned the first bag with the invoice. Koketso and Eva said it was not possible for me to return it there which surprised me cause I collected it there. Returns can be done where items were delivered and refunds done by the online shop. However; they were able give me another bag which I purchased online but they could not return the first one. They later called me and told me that I should return it at Sportscene and I tried to explain their own processes again but they did not listen. I told them that the reason I returned it there was because I received it there and that I bought it online as it was not available around any Pretoria stores and also we are limiting human contact so as to avoid being contaminated with Covid-19. I later called the online number and guess what? They wanted to confirm the collection address (Totalsports-Brooklyn) and I couldn't because the staff there refused to receive my return. I had to give them another address.