Truworths service is pathetic

I purchased an Estee Lauder powder foundation on special on truworths online. I realized it was the wrong colour. Went to Truworths Pavillion and the comestic manager refused to change it for me at the same price. It was not opened or used. They say truworths online is different policy to the store. Called the call center twice to lay a complaint. Was told twice they will call me back with feedback. No response. The service of truworths is pathetic. The cosmetic manager refused to help me with an Estee Lauder product because I purchased from the same company he is working for but it was done online. It was just to change the colour and I had the receipt. It is ridiculous that I am given the run around and the service is pathetic. How can you buy something online from Truworths and pay one price and in store they refuse exchange.