Disappointing service at Truworths

On 18 December I made a purchase at Truworths, Fourways Mall. Upon making payment, I asked for a gift receipt and was told that it was too late. I no longer have the receipt, but the tags are still attached. None of the Truworths branches are willing to assist him, just to change the size. I went back to the Fourways Branch today and asked for the manager. I showed her the transaction on my banking app and asked if I could get a gift receipt or a normal receipt just so that my brother could change his size. She got the print out and my purchase didn’t appear. I found that quite strange and asked what would be the reason. I was advised that of you buy on your debit card, it taken as cash and doesn’t appear so there’s nothing that they can do to assist me. I would need to call head office to escalate this and they area manager would decide whether or not they can change the size for us. I find this extremely unbelievable and difficult for their customers. Should everybody that doesn’t have a receipt just stick with what they have been given as a gift even if it’s the incorrect size? Shouldn’t they be able to accept items that at least still have the tags on? And I have requested a gift receipt on the day of purchase of which I was turned down. I think a little leniency should be app**** with items that have been given as gifts like other stores.