disgusting customer service

Woolworth has become those Somalian shops where you struggle to exchange items where as their policy states otherwise. i first sent a complaint on the 16 May 2024 up until today no response .i had to spend my two hours calling customer service and the rude Store manager by the name of Evenline from Adderley Street cape town with no Assistance. . shes saying they cant return the items as i do not have the slip and it doesn't show on my NEW school card . but looking at the store policy it says

"If you do not have your till slip or a store is unable to recall the transaction where a loyalty card was used for the purchase, we will gladly refund the items at the current system price on a refund card"

i was at the their store on the 15 May 2024 to return items which they refuse to exchange for me as i only wanted a bigger size . the teller said we cant as people ***** from the store . i left the store feeling shes accusing me of theft pity i didn't take her name down .

is this the way now Woolworth treats its customers?