Bad service

I'm not happy with the service o received at YDE gateway in Durban . Customer service is terrible they made weight for hours just to exchange my dress . The dress was still in its packaging I couldn't find my email . After time of searching found the invoice they were terrible and not helpful . After I had found the invoice they never asked me what I wanted they decided on their own to give refund they asked me to sign and I asked them what am I signing for and then they tell me for my refund and I didn't want refund I wanted to exchange . They asked that lady who was asked to refund me to look for the dress because I had made a call on Friday and I asked they keep it for me as I'm coming from rbay and she found the dress after waiting for so many hours I'm not happy at all