Pep Stores - Wrongful sell

I asked Sylvia from pep bronkhorstpruit if paxi sent to door to which she replied yes, she charged us for the bag. When it came to sending she said no they do not send to door and cannot refund the money as she has already closed the bag. So we walked out with a R60 bag with which I can do nothing because she could not understand a simple question asked by a client. This is very terrible service