Ridiculous Exchange/Refund Policy - Phoenix Plaza Truworths Branch

I am writing to express my extreme disappointment with the service received at the Truworths store in Phoenix Plaza. I recently attempted to exchange a pair of shoes that were purchased for me as a gift. Despite having the physical proof of purchase and the item in its original condition, I was denied an exchange for a larger size. The store staff insisted that the cardholder must be physically present to process the request. It is important to note that at the time of purchase, the cashier did not offer or ask if a gift receipt was required, which would have likely prevented this situation. I explained to the staff that the cardholder has recently traveled overseas and will only return in May. Even after providing this context, the store refused to assist. Furthermore, when I requested that the item simply be refunded back to the original account—which would not require a cash payout—I was told this was also impossible without the physical card. This rigid adherence to an impractical policy is a poor reflection of Truworths' commitment to customer service. I am now stuck with a product I cannot use despite having valid proof of purchase. Your systems should, at the very least, allow for an account refund or a size exchange without the primary cardholder being present if the receipt is provided. I expected much better from a leading retailer and would appreciate a resolution to this matter.