Cross trainer blue route mall

Hi I purchased an item at cross trainer in blue route mall to the value of R649. It was purchased as a gift. Right enough I understand that they do not do cash refunds only exchanges upon that I have proof of payment. Thus why I left the tag on with the price. After being in and out of the store over 3 days no one can assist me with trying to get this sorted out the only person who was assisting was a consultant by the name of Leslie. The store manager hasn’t even tried to assist me with this as it’s his responsiblity to sort this out. I went in the store again today spoke to Leslie then got referred to the manager he just looked at me and said there’s the area manager speak to him. Then spoke to the area manager I explained that I need to exchange the item as it was purchased as a gift he refused to assist me and said he can not go behind there policy which I understand but my point is I’m not asking for the money back I would just like to exchange the item. I left the store fuming he doesn’t even seem interested to help at all. I purchased items to the value of R3000 rand on Xmas and eve they are so quick to money out of you but cannot assist with this small issue.