Cash & Credit Card Customers dont get the same service as Truworths Account Holders

I have been informed that People (not Customers) who purchase from Truworths via Credit or Cash do not qualify for the same Customer Service as Truworths Account Holders. I called the Truworths Customer Service desk for confirmation of your policy, however, gave up after being on hold for 10mins.

I bought Online ( ORDER - O***) with a Credit Card but need a size change on the items. Went to Truworths Northgate on Sunday to do the exchange. What an awful experience , had to get a hold of the Area Manager before the sales consultant agreed to do an exchange. The store does not have all the items to exchange, and I am told, Store Transfers are only for TRUWORTHS ACCOUNT HOLDERS AND NOT FOR THOSE THAT PURCHASE WITH CREDIT CARD OR CASH. I am given the option to Open a Truworths Account so that a Store Transfer can be done or get a refund and re-order Online. Really, is this the Customer Experience you want to give your customers ? Your website states that an Online order can be exchanged at my nearest Truworths Store and nothing about Credit Card Customers receiving an inferior Service. Can I get confirmation of Truworths Policy on what Cash and Credit Card Customer are entitled to in terms of Returns and Exchanges. There seems to be a big disconnect between what you publish Online and the actual experience .

What your website states.

How do I exchange an item bought online?

Items bought online can be exchanged within 30 days from the date of purchase to your nearest Truworths store together with the dispatch note that was included with your order. https://www.truworths.co.za/staticpage/saleandgrandtingcredit#returnsandexchange