Chicks online purchase return - absolute nightmare

I had the absolute worse experience with a clicks online purchase. I collected my package at Clicks Lemon Tree branch. I wanted to return some items as I already purchased the products at the store because I was traveling and couldn’t wait for collection. The staff at the branch told me that they are unable to exchange the items because I need to send them proof of purchase first. I was attempting to send it by email but because the network was so bad, my emails refused to load. I asked if there was an alternative way to exchange the items, they said no. I then took the initiative to call their customer care line from my cellphone - who eventually assisted to send the confirmation to the branch. The staff member who assisted me tried to, but couldn’t and she kept on calling the manger from the back, he took forever for to come and assist. She kept walking up and down to call him to assist. Eventually when he got there, he assisted me but at this point I had been at the store for about 40 minutes. How can an exchange take so long??? Absolutely pathetic service!