Poor services from Identity Management

Hi this was sent to Identity and nothing has been done about it, I believe you are under the same ambrella, please correct me if I'm wrong, I need assistance,

Good day,

Regarding the attached and the above matter, at first I bought one T-shirt for my son, I then took it back because it looked tight, but the bigger one was too big so we decided to keep that one and buy another one in order to get discount(R60), it was loadshedding at your store at Oxford Street East London so I decided that I will take the Large, I got home and fit it and it was too tight, I then went to your Hemingways store in order to exchange it for a bigger size, they advised me that your Oxford Street store is the only store in East London that got one(XL) in stock, I went to your Oxford Street store today(18/03/2024), the manager and the cashier advised me that I have to have both t-shirts, because they have to scan it and it should be returned in order for them to make another purchase, we advised her that we only want to exchange the Large to XL and we don't have the other shirt with us, we then asked them why do they want to have the other shirt because it's been worn and it doesn't have a tag anymore, they said that they need to scan it, we then told them again that there is no tag on the other shirt so what is the use of us driving home(which is very far) and get the shirt but they won't do anything with it, the manager said the 2 shirts have to be at the store, they then changed their statement and said that there is a SKU inside the shirt and they need that number because the shirts got different SKU'S, I then asked them nicely if they can`t use a SKU of a another shirt in the store(same size), but they said no,

We then asked them if we can phone home, ask my son to take a picture of the SKU(tag) inside the shirt and sent the picture to us or video call him in order to show the SKU, they then said no, we then asked them for the reason and they couldn't tell us why not, we then asked them why do they need the t-shirt if they told us that they only want the number inside the t-shirt, they couldn't answer us, they just said that they need the other shirt as well, I was very upset, disappointed and left the store,

Your staff is very unprofessional and selfish, they don`t know what is customer services, they don`t know how to treat people or go the extra mile for customers, petrol is very expensive and they expect us to drive up and down for selfish reasons, I will never go and buy by your Oxford Street store again, Please resolve this matter, I need the XL shirt, I`m not going to drive up and down anymore, I`ve used a lot of petrol already,