YDE Cresta - My reserved item was sold to another customer

I found a dress on the YDE website that I wanted to buy for a JHB wedding but they did not have a small size in stock online. I am currently in Cape Town and checked if any CPT stores have stock but they do not.

Hence, I checked in the JHB stores and Cresta is the only one that had one small size in store. I called them and let them know that my cousin was coming on my behalf the same day to buy the dress and the lady put the dress aside for me with my contact details in the packet. My cousin went through the same day to buy and pick up the dress, however the Cresta store does not have the tap and pay function and my cousin did not have her bank card on her. My cousin asked if she could pay via EFT or send money to someone in the shop and they could pay with their card but the cashier said there is no other option and my cousin should come back the next day with her card. The lady left my details in the packet and kept the dress aside for me.

My cousin was therefore going to visit the store the next day to pick up and pay for the dress, however I received a call from the cashier that morning telling me that another customer has come to collect my dress as she claims that she reserved it and was there to pay for it. I told the cashier that it is not fair to me as my name is in the packet and there is no proof that the other lady reserved this dress. The cashier however ended the call and proceeded to sell the dress to the lady and called me back to tell me that it's gone.

I am highly annoyed at this experience because I had reserved the dress and my details were in the packet, my cousin had already gone in to pay but the Cresta payment method is so outdated. This is not my problem and I think it is extremely unfair that the other customer was given my dress (reserved under my name).

I am now left without an option for the wedding I am attending, as the dress I had chosen matched the colour palette for the wedding and was within my budget.

This was extremely unprofessional and I've been trying to get someone to address this issue and offer me a solution. I have spoken to multiple people over the phone who say they will get back to me, and I've emailed all the different support and complaint email addresses (including Truworths) but still have not heard back.

My solution is that YDE will should either find this dress in one of the stores and courier it to me, or fix this situation by offering me a similar dress for the price I was going to pay for my reserved dress.