Pathetic service

Its pathetic that Truworths Greenacres Shopping Centre did not want to do an exchange, i bought a pants for my partner in JHB as he needed to attend a funeral in Port Elizabeth he never got a change to fit the pants as he has to travel to PE from JHB, and his wheelchair bound,when he got to PE he fit the pants and it was a bid small, i sent him the slip via whatsapp and also spoke to the manager at the branch who refused to exchange the pants , told me i need to go to a Truworths branch to get authenticated and then write a letter for him to do an exchange on my account, like when did that process come on to place? its actually pathetic being a Truworths loyal client and you have to experience service like this