TotalSports, Sportscene and Bash ****

I went to the Sportscene store at Dwarsloop. I was looking for gloves. The, salesperson there ordered for me on BASH apparently, and went and collected the item which was too small, i was then sent to exchange at Totalsports Bushbuckridge which is a bit of a stretch from my house. I sent my mom since I was at work. She got there and was told they needed my debit card for refund, which I used for payment. I then drove to Totalsport myself. When I got there they told me I couldn't exchange and needed to call Bash myself and make the arrangement. What is this service? Why the ups and downs with my petrol? Why was the message not told to my mom yesterday? And why must i call Bash myself if they ordered on my behalf?