Skirt return

I had shopped online for a skirt, the skirt was meant to be a gift for a friend of mine. The shopping process was very efficient and smooth and delivery took place as expected. However, the skirt does not quite fit right as she has gained weight and i started researching on options to return the skirt for a bigger size.

I called quite a few branches close to me to find out if they may perhaps have the skirt and none of them seemed to have it so I then called online customer service and a lovely lady (whose name I have forgotten) assisted me and advised that it is better for me to exchange in-store as I prefer a bigger size. She then gave me names of branches that have the skirt in stock, all of which were too far from me. As an alternative, she said I could call the branch closest to me and ask for them to contact the branch which has the skirt in stock and ask for them to transfer it to the branch closest to me where i can then collect it and that they would charge a R30 fee.

This sounded like a good idea and I did just as she had advised. SouthGate branch is closest to me, but when I called for help, the lady on the other end of the line refused. I then asked why and she said "we dont do transfers" Now I am confused, I thought all branches worked the same to accommodate customers from all areas?

I then tried to call the branch in Eloff Johannesburg, no answer.

Please assist as I really am in need of the skirt in a size 14 size and it seems impossible to get assistance.