Truworths La lucia- Pathetic service from the MANAGER!

Hi, Recently i purchased a gift for an elder member of my family. I did request for a gift reciept. The reciept wsa lost on my way home. I acknowledge is was my fault. However i said to my sister to please go to the store and see if they can assist you in changing the size. Cityview Truworths was so helpful. However they didnt have the size they required. They checked on the system and Lalucia branch had the small. They then drove to Lalucia in the heat. Leaving their 83 year old mum in the car as they knew they would be quick. The manager, very very rude lady, said they need a letter from me, with my a pic of my card back and front pic and my ID. Just to change the SIZE!!! So i sent the email with the requested. She made them wait over 20 mins checking for the item on my account. She eventually found it. Then after making them wait, she tells them " Oh and the letter must be signed"!!!!! Like seriously!!!! After waiting 30 mins she then realizes that the letter must ALSO be signed. The cashier said to her the pics of the cards etc is not a must but she still insisted. She was RUDE, Unhelpful and a dont care attitude!!! Is this how to treat elderly customers???? My uncle is an elderly person and he was so upset. I am so embarressed!!!! This is the quality of your so called MANAGERS!!!! Im shocked!