Can't exchange purchased item at different Westpack/Petzone - RIDICULOUS

You don't let customers return an item at a different Petzone/Westpack store. What antiquated system are you using? You made us waste petrol, time, effort and mental capacity. We bought a dog bed and toys at Petzone Polo Fields in JHB. We live far away from Polo Fields. When we wanted to exchange the bed for a bigger one, we went to a Petzone that is much closer to us - at Greenstone in JHB. We arrived there, and they told us that if we want to exchange an item, we have to exchange it at the same Westpack/Petzone that we bought it at. They made us drive ALL the way back to Polo Fields to exchange the bed. It was completely inappropriate and completely unnecessary. If you go to Woolworths and buy an item, you can exchange that item at ANY Woolworths in the country. Why is Westpack different? Who does your computer systems? That system results in a TERRIBLE customer experience, and has made us doubt whether to use Petzone again. We demand that you compensate us for our time and petrol used, due to your *********** system. I expect a prompt reply and explanation.

Your staff is also absolutely ***********. I called ahead to Petzone Greenstone on 19 May 2022 to find out if they had a product in stock called Bitter Bite. I spoke to three employees on the phone, and told them I was looking for Bitter Spray. They repeatedly said "We only have Get Off spray". You need to hire people who speak English. I then went to the shop and showed the employees the product called "Bitter Bite" on the shelf, and then they clicked that they had made a mistake.

Two terrible experiences with Petzone!!!!

Explain yourselves.