Bad Customer Service

I bought a wrong Item I admit my mistake, and only realised after opening the item, I tore the package badly, but since the item was in good order they will be able to do an exchange, but I was turned down since I have damage the packaging NOT the item itself. The guys in customer service did explain that since packaging is not done in the store they will not be able to exchange same. They were very polite,and were very apologetic, since I was not satisfied with their answer. I directed my query to the store manager who was very impatient with no customer service at all, I asked his name , after he told me the same thing that I was already told by the guys in customer service, I then requested his name, he said oh you want to take it down and he started spelling his name without my request, which seems to be very rude, I felt undermined . That's was such a shock to me Woolworths is known for the best service amongst other stores, but what I experienced was very disappointing.