Horrible service at Truworths Durban CBD

I walked in the store located in Durban CBD to try and exchange the perfume that I bought on Saturday and I was told that I must go to where I got and do the exchange there. When I asked why? I was told a lot of things. Lindi Zond (Floor manager) said I must take it back to where I bought it from they will help me there when I ask here why she told me a lot of the internal thing about that product and a rap and she said she is in hurry i must go to where i bought it some people are waiting for her. After i called customer service they asked me to get back to the store and I spoke to Marry-Jan (she said she is 2nd in charge) she said its a store policy )

What kind of policy is this that inconveniences the client? From my view this is a store not wanting to take responsibility and assist the client and all it cares about its not having a damaged unit. Now I have a unit that was sold to me by a very helpful person and the unit is damaged and no one want to take responsibility at the Durban store.

I am no longer keen on the exchange I want to return the unit and have the store account closed and go elsewhere and do business with people and organization that doesn't have a policy that puts me in this situation.

Main reason for closing the account is the manner of approach to the situation by Lindi and Marry-Jane I can not believe that in 2024 there still people who handle things this way.

Regards......