Worst customer experience

My Mother purchased the "all seasons inner" earlier this year. The clip-in inner was on sale at the time. We used the one inner during the Summer season. A few weeks ago, we wanted to attach the Winter inner. Unfortunately, the inner clearly had a mismatch and could not work. My Mom and I decided to take it back to the Cavendish Store on Saturday. We were assisted by Natasha.

Natasha assessed the inner and told us, there were two faults:

1) The clip-in function was not working correctly 2) The size of the Summer and Winter inner was not correct either

After the assessment, she insisted that we need a slip for an exchange. My Mom confirmed that she no longer had the receipt but clearly it was purchased at Loads of Living as she is a regular customer. Natasha was not very friendly, in a rude and abrupt manner, she confirmed that they cannot exchange the inner without a receipt and insisted that my Mom gets a bank statement (which we have to pay for). I asked her why my Mom should pay for a bank statement because we did not damage the inner. Also, why isn't there a system in place to track the customer's sale? My Moms details are on the system. Surely you should have something in place to track sales? Natasha's attitude towards us was concerning.

I am utterly disgusted at the poor service from your store. The customer should NEVER be inconvenienced for a factory fault! The customer experience was terrible too. It's never okay to treat customers that way. Please also consider sending her for customer training, she clearly doesn't know how to treat a customer, especially with such a sensitive matter.

Can someone from management please call me.