Truworths Eastgate refuses to refund sneaker for a smaller size

My mother-inlaw, bought a sneaker for her grandchild (my son) on the 05th of March 2024 at store no 104 on her Truworths account. Unfortunately the shoe is one size too big.

I took the receipt of the purchase and tried to exchange the size at the Truworths branch in Eastgate, on the 3rd of April 4:30pm, but the store staff asked for a letter and copy of her ID in order to do the exchange.

I then went back a second time on the 4th of April with a copy of her ID and a letter giving me permission to exchange the sneakers for the right size. The store had a smaller size of the grey Puma sneaker that she purchased but were now refusing to exchange the shoe, saying that her account was blocked.

She has endlessly been trying to get permission to do an exchange as my son is now sitting with a brand new sneaker that does not fit him and upset that we cannot exchange the shoe.

This is so ridiculous of the store and policy that makes no sense. Even if she is under debt review please just allow for the exchange of the shoe as we have a receipt.

The code for the shoe is ****4 Puma Grey Smash Buck R1099.00