Horrible service by Liezelle from the Woolworths management team.

About 3weeks ago my house burnt down. I started receiving gifts from people close to me and me colleagues. It happened that a friend of mine gave me a new bedding from David Jones that's about R1700. I decided not to keep the bedding as I need cloths so I wanted to exchange for some items, so I was told by Liezelle a Manager that I can't exchange due to value of the item. I tried to explain she wasn't willing to listen or assist me. The fact that I lost everything that I had wasn't considered by this heartless white woman because I'm sure she has it all. Why doesn't the policy apply to this?