Bad customer service

Hi I'm coming from Woolworth kennilworth centere when I got home the item that I bought I small it's belt so I took another1for exchange at Woolworth gugulethu. I had to wait more than 20minutes because there's 1 till open when it was my turn to be served only to be told they can't exchange the belt cause they don't have stock and I didn't buy it from them. Is that the new rule from Woolies? Because I've been doing exchanges with slip in different branches with no issues. The service that I received there today I don't think I'll ever shop at Woolies anytime soon. Service attitude 0 Even pep gives best service compared to Woolies gugulethu