Online Returns and Poor Service

I reside in Johannesburg, and had bought 2 items online as gifts for my nephew, in Durban. Due to me changing my mind, I decided to only give him one of the items, and requested the recipient, my sister, to ask them for a return on the other item. She had collected the items from the Factorie store in Westville Pavilion Shopping Centre, and was advised she had to go to Typo to return. At typo, they required the card to do a cash refund, of which the purchase was done by me and not her, and the card is a FNB Fusion Virtual Card, and asked her to call Customer Services on her own to assist with the return. I had tried calling their Customer Services number twice, and stayed on the line for more than 12 minutes, with no one answering. I then proceeded to the chat function online, who eventually arranged the collection for return. This person, after asking the question of do you require my sisters name and contact number or my details for collection, responded "Could you please provide this information, thank you!" with the same details initially sent by them. Firstly, if you had purchased something online, why is it such a mission to return it in store? Where the store can just send it to there returns department, etc, wont this save them on costs? Secondly, this was a gift, how do you expect the original card to be there? They have the purchase documents, as it was an online order, it is being returned upon collection, why is a return to the recipient not "valid"? Thirdly, do they even have a customer support call centre? and do their customer support even the chat, is the rudeness and lack of information or understanding a norm? Really disappointed with their service, i will definitely be second guessing doing online purchases from them