Returns and inconsistent stories

I bought boots at woolworths weeks ago and couldn't wear them coz they were too big, I lost my card after I bought the boots and I immediately had my card blocked. Due to my situation at work I cannot go to the store I asked my mother to return the boots and she was told she has to take something at the store for the same price I was soo shocked by this coz I had a similar problem with the woolworths in somerset west and I was given a voucher since when do you force customers to take something at the store when they are returning items???? I'm furious because my mother spent an hour at the store Going back and forth people saying different stories others saying they can't take the boots because they do not scan on the system. I'm so sick of woolworths and their inconsistency with service and treating customers like *******, I cannot continue arguing with people at the store every time I want to return items I want to have my account closed. And they must take those boots back ??????? I want nothing to do with woolworths again