Truworths Sandton - an utter disappointment

My 82 year old grandmother made some purchases with her debit card to buy gifts for the family. There were things that needed to be returned. She had a scanned copy of her original document, which she made as a precaution in case the slip got misplaced (and it did). I took her to the Truworths in Sandton to return it, and was denied any form of refund, by the staff and all senior management. They refused to refund her goods and refused to accept her scanned copy. They claimed that there was "NO OPTION ON THE SYSTEM TO ISSUE THE REFUND". After being told they will be exposed for their unfair treatment, they "silenced us" by issuing a gift voucher (which they initially insisted was also IMPOSSIBLE). While we appreciate we did not loose the whole R2000+, it is complete and utter nonsense!! My granny needed the CASH back!! She is now stuck with a 3 year voucher and fears she may not see the day to spend it... Disturbing behavior...