*********** and untrained staff

Hi, I bought my mother a dress from Foschini Vaal Mall as a gift on 08 June 2025. I left her with the receipt, and she returned the dress, aiming to exchange it for a better-fitting one on 24 June. Instead, the staff at the shop falsely advised her that she could not exchange the item as it was purchased with a store card, and all that could be done was to refund the money into her TFG account. That is such disappointing service from your staff. How can an item with a receipt not be exchanged? Is your staff untrained and ***********?