Bad Customer Service

So I made an online purchase,received my items without an invoice in the package and it was not sent via Email. The Kroonstad store refused to make a refund because I did not have the invoice. I showed them the purchase with amounts on the Woolworths App and let them invade my privacy on my phone to look for the Email they presumed I received. Still,after all that when I ask them to call the online store to request the invoice they refused and said it is my responsibility to ensure that I had the invoice,that I should print it out for them,that the store and online are not connected. How do I print something I did not receive?I asked 3 times that they make the call. Right as I made a call on my phone and was waiting for a consultant to answer ,another lady decided to make the call to enquire. Like,I waited on the call from my phone for a long time whereas they just called and got someone right away without waiting.The consultant on the phone asked that me show them the purhase on the App as I had done already. How is it that if I need to exchange an item or get a refund that I get sent to the store that forgets that ALL Woolworths are one in a customer's eyes. Such rudeness I encountered. Exactly why I opted to shop online instead of going to the branch because wow,your employees have no patience for customer service and they are not willing to go the extra mile for a customer. Asking someone to do something that their colleague forgot to do became a hassle,my time had to be wasted call someone thought I chose not to have the invoice cz their colleagues from another department did not give the necessary documents! The nerve that they even had to tell me that next time I should make sure I have all documents before coming in for an exchange !!As if I pack the damn documents myself,nxca!