Poor Customer Service from Exact !

Dear Hellopeter I'm writing in today to express my hurt and frustration about Exact in Westgate Mall. My mum purchased clothing sometime last week, and when she got home she realized that the boot that she bought was a bit tight. As you are aware we have been experiencing heavy rain in the past few days. On Saturday 16th April 2022, my mum went back to the store to make an exchange. She had her original green barcoded ID, the original receipt from the shop as well as the pair of boots. When she got there she was told that she can't be helped, she needed to go home and get her store card. Please take into account that the weather was bad, my mum is a pensioner who uses public transport. The lady at the store by the name of Boitumelo, refused to assist my mum, my mum asked for the manager, but Boitumelo said the manager was not in. So I want to find out, don't you have assistant managers or second in charge in the Manager's absence? Is it fair for a pensioner to run around like a headless chicken, where has humility gone to? Lets say my had bought me a boot in one of your stores in KZN using her card, and I realize that the boot was small, does this mean my mum must take a bus back to KZN to get to your stores with her store card, to exchange the boot? Don't you have a system in place, or was it just a matter of not caring for your customers and judging them by their looks. My mum had to ask a lady by the name of Mrs. Van Veerin at the mall to use her phone in order to call the store, but Boitumelo was not phased. I also called to speak to her, and what she was more concerned about was the lady who called her. Couldn't she had exchanged the boots and made a note? Why was mum treated like a *****, especially that she had an ID with her, just remember this in future “If you make a sale, you can make a living. If you make an investment of time and good service in a customer, you can make a fortune.” More than anything I am hurt, and to be honest with you my mum should close this account, it is not worth the shame and hurt that was brought to her. What then happens to clients who do not have platforms like hello.peter ? They just get humiliated and belittled and move on in life? Thanks Palesa ***) Customer in question: Phyllis Jele Account number: ***