Bad Customer Service

I went to Woolworths in Eikestad mall on the 09.12.2019 to return a black dress that was purchased using Voucher at Woolworths Canal Walk and did not have a receipt. The manager came and advise that they need to call Canal Walk since they do not have the dress at their store so it took 45 minutes to get through to them I was with my 2 year baby boy who was hungry and panicking at the same time. What I did not understand was the fact that I only wanted to exchange and the return policy does say that you can return without a receipt however they can only exchange for you. So I did not understand process they followed and no apology was given regardless. Woolworths should be more transparent about their return policy and not have their own store policy people that are not aware of. Had a very baddest service ever and on top of that store manager was also part of the whole thing.