Poor customer service by the Customer Care Agent

I bought a Polo T-shirt for my 9 year old daughter from the Parow Centre store on Black Friday. The size on the shirt says 9-10 but unfortunately it did not fit her. The next day I went to the store to exchange it but they did not have a bigger size. I then checked online and saw that they do have bigger sizes. This Monday I contacted their Customer Care dept and spoke to a woman called Rentia. From the very beginning Rentia was not interested in listening to what I said but kept on referring me to their policy on refunds and exchanges. She said they don't refund or exchange items that are on special. Which is completely ridiculous. But anyway I told her that the item I bought was not on special. I asked her to send me the correct size to a store where I can exchange it. Rentia said she will check and call me back later. She asked me for the SKU number, my cellphone number and, and. and... She never called.

On Wednesday I called and Rentia did not even remember what we spoke about on Monday. When I told her that I was not happy that she could not remember the details of our conversation, she told me she deals with 200 customers everyday. That is none of my business. Studio 88 must invest in a CRM system where details of customer queries can be logged. I had to go over the full details again. Rentia again promised to call and now it's Friday 15:57 she hasn't called yet.

I told Rentia that I need that T-shirt before 18/12/2021. We have a wedding ceremony on the 18th and everybody has their Polo T-shirt except my daughter.

Rentia's customer service is poor. She speaks to customers in a condescending manner; and she is overly concerned about preaching to customers about Studio 88 policies and procedures. I'm not interested in your policies and procedures; in fact, I don't care about them. What I want is a T-shirt for my daughter.

Neo ***