TFG FLAWED BUSINESS PROCESS

On 27/06/24 my husband and I went to shop for my son who was supposed to attend an important event today. Upon arriving at home he realised the items were too big for him so on 28/06/24 we went to exchange. We were assisted by a gentleman, who exchanged items on the system where the account was immediately blocked and we were informed that TFG is preventing ***** and a forensic investigation was prompted. The gentleman sent emails while we waited, for about 4hrs until he came back to inform us that the office was closed therefore the matter cannot be resolved. So we left the store without the items and a forensic investigation underway because returning items at TFG stores means you *****ster and the forensic team needs to investigate your account before offering the correct item. They asked that we produce ID and store card, even after verifying account holder, they still preventing ***** and are investigating. My son had to decline an invitation that could have changed his life. I am Angry. This process does not make sense!!!!!!