Poor service at woolworths

I ordered a pair of Levi’s jeans online as it was 50% off. However when the jeans arrived it had marks on it and went to the store to exchange for another pair. The store refused to do an exchange as they did not have it on special at the store. I was upset with the service I received as the only way to do a return or exchange is at the Woolworths store when you buy online. I’ve done exchanges previously with no issue. Should the store not be able to do an exchange as it is still Woolworths?