Bad customer service

I called chatsworth centre truworths on 30 October 2023 at about 10h20.I was looking for a dress that I saw online. I spoke to Sphe who took the style number and found such dress. I then asked her to keep it for me since I was quite far and was gonna be making my way. She then informed me that as per the rules she can't keep it aside but will ask the manager for advice. She then came back and said I'll be given 30min to come in-store I then told her that I wouldn't make it. I then asked for a manager,Sherwin who informed me that as per the sales rules they are unable to keep sale items aside. I find this rule not providing justice from a customer perspective especially when you are given 30min to collect an item,this is not reasonable. I saw this item the previous day and nobody bought it until the store closure but the next day I'm being told that there might be a mysterious customer that'll come in less than an hour to buy it