Pathetic service at Truworths Secunda

On the 7th September 2024 I went into Truworths Secunda mall I purchased a shirt an a T shirt for my son his birthday is on the 8th.I gave him the gifts an only cut out the prices. The shirts did not fit I told him.i am sure he can exchange them.He went into the store an was told they cannot assist without the slip he came to me an I gave him the slip.After waiting in the queue again he was told that he needs the card.Please help me understand why my card.It was a gift he needed a bigger size.I would like to know if he was living in another city would he have to travel back an forth to exchange his gift. Secunda service is generally very poor.When you go to the store at 9am they have only 1 to 2 cashiers the manager when questioned will say staff starting at 10am yet there are staff idling on your floor put them to better use.. I cannot understand why the service is so poor. Please employ people willing to work an go the extra mile.I called the customer service center in Cape Town told my story an he said he was calling the branch to find out I waited an eventually put down the phone after 12min an 27 seconds with no apology from the person that took my call.After putting down the phone no one called me from their service center to give me feedback I expected that because the service at Truworths is so poor.