Bad service

I got the worst customer service experience at Truwoths trade route mall today, I went there to exchange a jacket and I provided them with a proof of purchase and to my surprise they told me they can't exchange the jacket since I did not purchase it. I was really annoyed and surprised because I read their policy and it doesnt state anything about that and what made me more angry was that I was just requesting a different size I didn't want a refund plus the item was not bought by a credit card or Truwoths card so I could not understand why I was taken from pillar to post were I ended up calling the person who purchased the item to send the pictures of card because they just wanted to see it. The lady was full of attitude her name is Lee Ann and her supervisor Cliff Ngobeni.