Difficulty in doing a refund

On the 13/07/2025 I got a a set of pjs purchased at your Diepkloof branch as a gift… however I wore the pjs and they tore apart… upon returning them to your mall of Africa branch I was told I need to choose something and I said no you can rather give a voucher seeing that I can’t find the same pjs I’m looking for. I even asked that they check for me which store has I’m even willing to go there and I was told they don’t have numbers for the mall of Africa beach and that their system it’s not advanced to check at which store it’s available… basically I am being forced to make an exchange at the particular store even though there’s nothing I want… also for the return to happen I need to get the account holder so that their account can be refunded and I go elsewhere again to buy… like really… what happened to giving good customer service and making sure the customer leaves the store happy ???

I mean if there was no damage to the pjs I wouldn’t have returned them… it’s so disappointing on how customers are treated such instances there’s always someone that can override for such occasions..