Could not be assited for exchange of goods

I went to Sandton customer services to make an exchange for a bag costing 2500,told the consultant I misplaced receipt ,she called manager Carol who refused to change ,but when I spoke to branch manger Graham he never had a problem,but the carol lady just wasn't intrested in doin the exchange,all I said was I don't want money because I misplaced slip neither do I want a voucher I can take goods equivalent to that money I don't have a problem ,hence I bought the goods cash and when I look at your terms and conditions you do state at the back of any till slip if you do not have proof of purchase you allow to make exchange for Somthing equivalent to those goods ,so if I can't make exchange why do write false information on your terms and conditions