Lack of Service/Communication

Purchased a Springbok top from their online store.Top arrived and too big.Went to Stellenbosch and Canal Walk stores to exchange but they refused to assist and told me to communicate with their online store.On 03 Dec 2025 I sent and email to online store requesting an exchange,no reply...Emailed again on 08 Dec 2025, no reply.Went to their store at V&A Waterfront,Cape Town on 20 Dec 2025,I explained the situation to the assistant manager.He took my details and promised to email the online store from their side as well.To date Im yet to receive any assistance.Im sitting with a top thats too Big and no customer service. THE SERVICE IS PATHETHIC!Why cant goods be exchanged at stores????Expensive clothing but no customer service at all.