Terrible service

Seems like not only the online service is bad. Got gifted 2 items but were 1 size to small. Took it to my nearest store with tags in place. Asked if I could exchange. Really rude lady at the counter. Phoned her manager with promise to call back. Hanged around for another 15-20 minutes. Queried again. Was told the lines are busy. Can it really be that difficult. Rude, unprofessional and couldn't care attitude. Vergelegen Plein Shopping Centre, Somerset West