Identity Phoenix Plaza Manager is rude and horrible

Went into identity phoenix today. Manager there has no customer service experience and no smile and thinks she owns the company. Service appalling. Took my wife's item to exchange with till slip and was told not allowed I questioned it but she very rudely said no and I must read the back of the till slip. Nowhere does it say Truworths Card and holder must be present it says credit card and holder. It also says refund/exchanges will not be allowed with original till slip which I did have. She made me feel like I have no value and was something of the street little does she know that I am also a senior retail manager. Is this the way truworths operates now. Make your customers feel smaller that you.