False information

So I went to Woolworths Maponya mall to exchange shoes. When I got there, the size I wanted was too small and the ones I had were big. So I went to customer service to get a refund as it was 6pm already. Told the cashier I’d like to refund but I don’t have a receipt and she called her supervisor who said that’s not possible. I told her I don’t mind a gift and she said they don’t do that. I know that’s not true cause I called a manager friend of mine who works for Woolies who said that’s *******. I also used to work for Woolies. I’m quite disappointed with the service I received from both those ladies besides the fact that I couldn’t change. When I shop at Woolies I always expect quality service.