Very unhelpful system/store assistance

Having made a lay-by purchase on 07/01/2021, i returned to the store today, to retrieve the purchase and pay the balance in full as it was a purchase for my domestic helper's birthday tomorrow.

On the day of purchase, in the presence of the assistant who concluded the transaction, i asked the store assistant what would happen if either myself or my helper wanted to make a payment on the contract or lost the original receipt. She suggested i leave the receipt with my helper as i only needed my ID document to make payment or collect the purchase once settled. I handed over the receipt to my helper after taking a screen shot of the receipt (just in case).

Today, the store assistant would not accept my identification (document or drivers license) to collect the purchase as it is apparently store policy that i either produce the original receipt or a certified copy of my ID.

She however accepted the contract number off the screen-shot receipt and accepted an instalment payment which was due today (as per the sms i received as reminder).

She telephoned another manager, Felicia, who confirmed too that a certified copy of my ID was required OR my domestic could bring the original receipt - without any identification (mine or hers)- to retrive the purchase.

I left with the feeling that the assistant was adamant to not assist as best she could and instead insisted on what seemed to be a very illogical verification process. I had my drivers license, sms and screenshot receipt in hand but that only enabled me to make one instalment payment.

This does not seem reasonable at all and clearly one of the assistants do not know the correct procedure to be followed. I would appreciate a response from Head Office.