REFUND ISSUES - ONLINE PURCHASES USELESS

So i bought a dress online and saw the colour does nothing for me. I decided to take it back, unfortunately my 7 month old got hold of the paper that comes with the package, so my husband threw it away.

Yesterday evening, I go to Edgars Cape Gate to get a refund for the item as I bought it online & have proof that I purchased it on my emails. I mean surely if I can prove i bought it that it should be fine for a refund? especially since online means that there should be some sort of record of the transaction?

The sales consultant tells me that the emails I get regarding my purchases with the order numbers etc are USELESS! as there is no transaction number. Now I have the date i purchased it, the card I used, the order number, the email everything - apparently that counts for nothing if you don't have that 1 piece of paper. Surely if you do an online transaction there should be record of it??!!

I would understand if i paid at the store and I lost my receipt as I cannot expect them to trace that kind of transaction but how is it possible that when you purchase online - they have no way of tracing it???????

The sales consultant then advises me "you can exchange it for something else" now i told her there is nothing else that i want from their store. She tells me "well that's your only option" She then advises me that they cannot help me then. I asked then for a gift card for the same value - she tells me they cant give me one.

Keeping in mind the purchase was made 17 December - so I only have till 17 January to either exchange the item or loose my money on something I will never wear.

Then she tells me i must come to the store before 4pm today so that she can call the headoffice and try to trace the transaction but i need to come to the store for her to do so. Now please tell me - I work till 5! Im not someone that can just leave my work whenever I see fit. How the hell am I supposed to get to the store before 4pm to do this.

They were really unhelpful and I feel that your online store is actually useless if you cannot trace 1 simple transaction with the order number or email that is sent to your clients!! Your system clearly doesnt work if its useless to the clients.

I never experienced any issues if my online slip is lost, other shops can use the email that is sent to process the refund. BUT not Edgars... Online store is useless! So is your systems!

I will rather shop somewhere else if this is the kind of service you provide to your clients.

Very disappointing - I wont be spending my money by buying from your store anymore.