Totalsports Pinetown

Good day. Today I went to do an exchange on a gift item which still has a label and a till slip, but it was unsuccessful.

When I got to the shop I asked the guy who was on the entrance about the exchange of item and explained to him and he agrees that I was going to be able to do any exchange but i have to take something of the same value, then I went inside and while I was still searching for something of same value, the lady came and I explained that someone bought me a gift and I really do not like it, and she told me that because it was bought using a store card I can only return it and not take anything and I agreed because I did not see a use of having someone to pay for something I really do not like rather take it back so that it will subtract from the credit. Then when I got to the till, to take it back the two ladies said I could take it back but there was this other guy whom I did not see his name tag because he was busy writting, rufused and I did not heard the grounds of his refusal on this exchange.

Can I have someone who can explain to me about the exchange policy and how customers should be treated. And also explain about the inaccurate information given to their employees because clearly all these people do not have the satisfying information for CUSTOMERS.