Mr Price complaint

i went to buy some few clothes at Mr price Highveld Mall and one of the item was torn and i had another one that was ok but wanted a bigger size and i went to do an exchange the following day after my purchase and the sent me back to say their system is offline and i went to Kg mall the day after they were also offline,emalahleni down town same story and then i decided to go back to d mall again thinking maybe ill get assistance no they were still offline for exchange only purchases that were online and i went back again to emalahleni down town then there was this guy he didn't have a name tag and he told me that unfortunately if the system is offline there is nothing they can do their systems get over heated and when it does that it only take purchases so im still stuck with the items by me i wish Mr price could have given us a communication or white it when we go in to say they don't do exchanges anymore or maybe its because of the pandemic i just wish to understand why are they keep o sending customers up and down i don't think i will go to Mr price to shop anymore after being treated like that because they only want purchases only they don't do exchange