Unpleasant experience at Woolies Mall@Carnival for return/exchange of an item

I visited your store in Mall@Carnival this afternoon to exchange a dress that I received a gift without a slip. I dealt with a lady- Mbali with a name badge written “Management”. She refused to help me and refused to call the customer service department to verify the information I got from them and said that I should call them with my phone as I initially spoke to them, and this issue has nothing to do with the store. She said the call centre don’t know the issues they deal with in store- therefore, she is not going to authorise for the return/exchange of the dress. She said the call centre and the stores don’t have the same rules/policies. I am so upset by Mbali’s attitude- the manner she spoke and treated me, her arrogant and unprofessional attitude towards me and not being unhelpful. She really doesn’t live up to the Woolies customer promises and the brand values. It is disappointing to experience such treatment from a store that I have supported and trusted for years, more so from a so-called Manager. I have never had such an appalling experience in Woolworths- I felt belittled and undermined. As a customer I should not be affected by the lack of knowledge and the inconsistency on your business rules or policies. What I experienced today has shocked me and left me frustrated.