Terrible Experience

This has to be the worst service I have EVER received. I was in Pretoria this week and bought 2 books from the Pretoria store and when I got home in the East rand, I saw I had bought the wrong ones. So the very next morning I go to the Bedfordview branch, 15 min away, Barbara then says she has a problem refunding me, still I’m unsure what that problem is. She talks to someone on the phone for about 10 min and gets off the phone and says she can’t help me I must drive to The Braamfontein branch, which is 40 minutes away from me or I must go home and when she can exchange it she can call me to drive back. She then gave me the lady I can speak to at Braamfontein. I get home and try call Miriam from Braamfontein yet there is no answer, I then manage to get an call Centre service number yet that was no help either. Eventually I get hold of Miriam and she says she doesn’t know why Barbara couldn’t help me but I can go to another close store being boxburg, so yesterday afternoon I drive 20 minutes to the boxburg store when I have nothing but bad service and unwillingness to help. The manager Lydia was beyond rude and said that she can’t assist me and I must go back to where I bought the books. I explained that I was not doing that as the Pretoria branch is over an hours drive away. She said that she had to already given refunds earlier and she can’t now, again wanting to send me on my way. However I stayed as I need to exchange the books urgently. Lydia was rude, she slammed the phones and keys around while speaking about me to other staff members. Finally she got hold of someone that authorized a refund she originally said the premises didn’t have cash to give back. She then asked for my details which I gave, my name, address and phone number which is normal for exchanges however she then insisted on seeing my ID and taking my ID number when I asked why she said that she needed it because it looked ********** that I didn’t want to return my books at the Pretoria branch. I have NEVER heard something more insulting, because I want to return my books, with a valid slip at a branch I’m committing ***** ???? Finally I got my refund but I have never received worse service........ Van Schaik stores really need to have a look at their customer care!!!!