Poor customer service!

I bought clothes for my kids at truworths mimosa mall in Bloemfontein yesterday right before I left for Jhb. Needless to say some of the clothes do not fit therefore today my mother went to trutworths in middestad Bloemfontein to exchange but there were no requires sizes at the store. She then asked to return the clothes instead but even with the price tickets attached and proof of purchase (receipt) she was refused a return. She was told the card used is required and my ID. How is she supposed to ha e any of these documents when they are in my possession and I am in Jhb? What are we supposed to do with the clothes until I return to Bloemfontein?

The returns policy clearly states that;

"We will allow a full refund in the original method of tender or process a credit on a Truworths Account provided that all criteria are met and the credit card holder and relevant card are present for a credit card refund. We can’t process a refund on a gift receipt unless you have the original invoice. Customers can return or exchange an item(s) within 30 days of purchase, provided that the following criteria are met:

The docket or delivery note is retained as proof of purchase The swing ticket is still attached The item has not been worn The item is in its original condition and packaging The merchandise is returned within the country of purchase".

All of these conditions were met and nowhere does it state that the card and ID of account holder is required. I do not know for the life of me why I keep buying from this store because everytime I do so, I always regret it!!! They excel in poor customer service with expensive clothes of low quality. I'm disgusted!!!!