Terrible service

1. Item I bought online and the item was not included on with the other items upon collection ( I already paid for the Item online (order No: o*** ) 2.I bought 2 girls jackets on sale as a present , and when I went to return them by the store , they did not want to credit my account . The jackets have not been worn , still new and unfortunately they are small . Since they were a gift the person returned them back to me late advising that she was away and there was no way for them to be given back to me. How do I keep small things that I have spent so much money on? All I'm asking is for the items to be credited back or provide a voucher so she can buy suitable things for girls . I bought the goods on my account and there is a record on the system '.I have been a loyal customer for Truworths for years now and these 2 issues are very concerning to me