Disgusting service from Totalsports west street

It has been the worst experience with total sports west street Durban. I had bought a shoe for my son on the bluff for school which didn’t fit,I had to leave for Johannesburg and left the receipt with my mother to change the shoe. Bluff didn’t have the size and was eager to help in every way possible ,they had located a shoe in west street total sports and just required the receipt. When my mother got to total sport she was given attitude by the cashier Thabisile,who told her she needs the card holder with the card present in order to do an exchange for a bigger size of the exact same shoe for the exact same price. My mother tried explaining that I’m not in Durban and asked to see the manager, the manager instructed the rude cashier to exchange the shoe for a gift card then redo the whole process of paying for the shoe again. I’ve never heard of this,so if a gift is bought the person who buys the gift needs to be present to exchange it for a bigger size or another item for example an unwanted gift! The cashier then reversed the purchase into my account,during this time her and her colleagues talking Zulu and laughing infront of my mother…what ever happened to customer service and ethics? After 45 min of trying to get this issue resolved as my son needed the shoe for school the next day. I called the store and they were unable to help,the manager said he would speak to his senior and get back to me,which he did. The senior person got back to me and told me to go online and do a gift card and send voucher pin to my mother which I was unable to do as I was at work dealing with high care patients already being distracted by these calls. Then they want to call it a innocent mistake yet while an irate customer stands infront of a customer service providers they laugh and joke and talk a different language in the presence of the customer who doesn’t understand! I had sent my card details and ID number to my mother for them to help her in store since I was busy at work only for her to leave an hour later without the shoes as they couldn’t help her saying my card doesn’t allow this! On my mothers way out the cashier runs behind her telling security to stop her as if she was *****ing the shoes,just for a copy of the receipt again leaving my mother standing waiting for them to finish make a copy. Bare in mind this is at the end of a busy day at work for my mother having to go through all of this only to get home stressed ,frustrated and a high blood pressure. Do staff not go for training on customer service and dealing with customers? Disgusting customer service Very disappointed new TGF customer