Big & Tall Surplus Shorts

I purchased the item online, but the size was too large. Because we wanted to take the item with us on vacation, we decided to return it to the store and exchange it for a smaller size. The item was unavailable at the store, so we returned the item ordered online and wanted to at the same time order the smaller size. The original sale representative didn’t know how to do that. He called the manager to help. She came and processed the return, but said she couldn’t order the small size. She said I would have to order it online myself because I had ordered it online through a “market place”. I showed her the order through Nordstrom and the return email which stated that I I had ordered it through the store and could order it through the store with the store credit she proceeded. Still she was arguing! After several attempts to explain it to her (this is a manager), she said “I’ll try”. Of course, she was ultimately able to order the item. This is unacceptable!!!! It’s not only frustrating for the customer, but who knows how many sales were not made because they don’t know how to get it done!