Lacoste ZA Online - Horrific Customer Service for an International Brand

I purchased two lacoste items on line over the weekend, it was delivered Tuesday, however the one item did not fit. I called the Lacoste online customer service for assistance to return the garment. A male representative answered the phone, he informed me of his name, which I thought I could not hear, I then requested for his name twice thereafter, I eventually gave up, it was as if he was trying to talk with his mouth closed. From the onset he appeared to not be friendly, as a customer service consultant should be. I explained to him that I need to return the one item, as it did not fit, and if it was possible to return the item at either Canal Walk or V&A Waterfront. This guy then puts me on hold and after a few minutes returns to inform me that both branches have sizes, however the item cannot be exchanged at the stores for another garment, it has to be couriered to JHB for a refund to be processed, as the Lacoste Online and the Lacoste stores are different entities, be it as it may, this process for a customer it's a logistical nightmare. I then requested him to please send out a courier to collect the item, and if it was possible to credit the return on arrival, I will the EFT the additional funds for the new item that I found online. He then tells me that he's unable to do that, he can only refund and then only can I purchase the new item. It an absolute nightmare dealing with *********** Lacoste Staff like the one that I have been dealing with, and to top it all the complicated logistical process for a simple return of a garment. Last but not least, I request the Lacoste representative to revert me to his Manager, and he then tells me that he is the Manager, by this stage I was irritated and frustrated having to experience this kind of service from an International Brand like Lacoste. Lacoste ZA online is really an unpleasant experience dealing with their Customer service staff and the Lacoste return processes!