Bad service and Attitude at Woolworths Pavillion

My son received a pair of shoes as a gift.He do have the same pair of shoes. I did phone into woolworths customer service. I explained the situation to them and they assure me that there wont be any problem returning the shoes to any woolworths store and that my son will be given a voucher or he can exchange the shoes for something else as he dont have the original slip. On sunday 11/08/2019 my daughter went to Woolworths Pavillion to return the shoes as my son was working.A lady by the name of petronella refused to assist my daughter.Had a very bad attitiude.Even supervisor and management refused to assist.So there is NO communication as customer service approved of it and the people in store refuse!SO who is in charge of woolworths as any tom **** and harry can decide what ever they want.I would like some feedback on this as well as an apology.