I had bought an Estee Lauder perfume from boots online, but went into a store to smell it before it came. Once I'd smelled it I realised I really didn't like it, but had bought it in the Estee Lauder Blockbuster Collection. I really liked the blockbuster collection, and when I went in store to return it I knew I wanted another perfume as it was a gift for another person. I asked if I could trade it for another perfume. I had asked whether or not it would need to be another Estee Lauder perfume and couldn't get a solid answer. When it came to return I found another Estee Lauder perfume but was told that I couldn't do a straight swap as I had bought them online. I said I didn't bring the blockbuster collection with me, but asked if they could use one from the shelves and "return" it along with the perfume I had bought, and I would "rebuy" the collection instore along with the new perfume, and just leave the collection instore (again, I had the one I bought in my house). I was told this wasn't viable as they'd need to send one back to the .com section, when I tried explaining that they wouldn't be losing out on stock as it would balance out that I was buying from the store they became really unhelpful. Meanwhile, I was also trying to return a wallet I had bought in a 3 for 2 deal as it was larger than described on site. I was told that in order to return the item I would need to bring all 3 items, and then rebuy the 2 I wanted to keep. I explained I didn't have the 3 items, and was willing to exchange the item for another, again I was told I'd need the 3 items. I said this would mean I was worse off as I would need to send away or give instore, wait for the refund, and then rebuy the two items, or another one. This would mean I'd also need to pay for shipping again which would mean I was overall worse off in terms of money than if I just kept an item I didn't want. Overall the woman who served me was being unhelpful, took ages to find a manager, and at the end asked me "what do you want me to do?" in an overall tone meaning she no longer thought she could do anymore. She then asked me if I wanted to see a manager, and hesitantly I asked to, she again took ages to find a manager. Nothing was resolved and overall around an hour of my time was wasted by unhelpful staff.