Bad customer service at the Cresta branch of Woolworth

For the first time in very many years I had a complaint; in this case about a T-shirt that lost shape after the first wash. I went to the Cresta branch, where I have shopped for many years. I was surprised that now complaints are dealt with by the tellers, and quickly had to find out that they are not prepared at all. The teller would not understand that this is not a return/exchange. Eventually, her college called for the manager, who immediately started to argue with me. She tried to convince me that it was normal for this material to loose shape and that the T-shirt was too big for me anyway and no wonder it would not fit. Eventually she allowed me to pick another T-shirt. However, when I returned I was told that things had changed because I had cut out the label, and she could not take it back at all. After that I wrote a complaint to Woolworth Head Office. It took a few days for someone to reply, but it was firstly just a cut and past reply, and secondly she said that without a label they could not re-sell a unit and therefore could not take it back. Does that mean that Woolies resells a T-shirt that has been worn, washed and lost its shape? I was rather angry and wrote back to tell them that this was not an appropriate reaction to a complaint and that I thought that neither the staff at Cresta, nor the person answering complaints at Head Office were trained for the job, and that this was not the Woolies I knew. To put ones name in danger for a lousy T-shirt? What is going on?