Refused to exchange having a slip

Hey I am still not happy I got a call from the store manager telling me that she spoke to the area manager and she told her that the person who bought the cloths have to sent an email to the store to confirm the that he is the person who bought the cloths, he must send his store card, write a letter, send his ID, I must come with my ID, or they can't help me, what if that person left the documents at jhb because he's on vacation, and they are still stating the 30days policy that after the date bought they won't be an exchange, this whole process it's making me to have migraine ,the person who bought me this cloths spent the 5000 in your store at Southgate he is a loyal person customer and he's getting angry with this whole thing can u plz find out at Southgate to check on their house paper work of the 11 of December 2018,i need a solution to day