Terrible customer services: Exchange Policy on gift purchases

Truworths' exchange policy on purchases as a gift is absolutely ridiculous and I am sure none of their customers are even aware of the gift purchase invoice instead of the normal purchase invoice required to exchange an item as it is nowhere displayed on their walls in the shops, and the consultants do not inform their customers of this policy when they make a purchase.

My mother which is 82 years old and from the West Rand bought my daughter a dress and sent it to her here in Pretoria with the invoice in case she needed to exchange the dress. Unfortunately, the dress was a number fit and we wanted to exchange it for a bigger size which we could find only at Woodlands mall, but after handing over the invoice and the dress the lady asked for the card. I explained to her that it was a gift to my daughter from my mother, then she told me she cannot exchange it because we needed to get a gift invoice and not a normal purchase invoice from my mom, and they as sales consultants always ask their customers if it is a gift or a normal purchase. I asked her to please show me the proof of this new policy which was never heard off and she could not show me anything. I contacted my mom in front of the sales agent and asked her if they informed her at Clearwater Mall that she needed a gift invoice when she bought the dress, she was surprised because this was new to her.

Truworths exchange policies on purchases as a gift are absolutely ridiculous, especially taking that they have not communicated this policy to their clients, their sales consultants do not inform customers about this when they purchase an item and there are also no boards anywhere in their stores stating this policy.

Clients need to be aware of these special gift invoices they need to request when making a purchase as a gift for family and friends, otherwise, they will not be able to exchange their gifts without the person with the card right next to them. They are the only store with this ridiculous exchange policy in South Africa.