Old Navy review: Unethical behavior

I did a pick up in store purchase on two pair of jeans. My friend was authorized, in the email, to pick the items up. She picked them up but realized, within the 45 day return period that they did not fit. She took them back to the same store to exchange them. She still had the tags as well as the order number and the jeans were unworn. The ASM at that store refused to look up the purchase in order to exchange the pants even though he had all of the pertinent information. He refused to exchange the pants, she already had the correct size in her hand because another associate had helped her find them before going to the counter. Before returning the purchase total to my card, he SMELLED both pair of pants! I feel as if that was uncalled for, unprofessional and just rude. I filed a complaint with OLD NAVY but I would like to see more done. My complaint number is [protected].