Bad customer service ( exchange)

I had a bad experience trying to exchange a gift that was bought for me at edgars because I had no receipt the staff members told me I couldn’t exchange it . I than asked to speak to a manager called simphiwe who also couldn’t help me yet asked who bought the gift for me .I gave him all information he asked for n ending calling the person who bought the gift for me to confirm the date , store n time the gift was bought so he could assist me . He went to the office to track the transaction n came back with the same number that was in my price tag . I don’t nt understand why was he so difficult