Poor service & no update

I arrived at the store at 12:50, and it is now 14:02. Unfortunately, I have not yet been assisted.

On 28 November 2025, my husband and I purchased six pairs of sneakers for our son, two nieces, and three nephews. Regrettably, one pair intended for my niece was the incorrect size and needs to be exchanged.

Although we are based in Cape Town for work, our family resides in Johannesburg and Limpopo. On 16 December, during the holiday period, my father sadly passed away. We had to remain in Johannesburg to arrange the funeral and attend to the necessary administrative processes with the relevant departments. I was working remotely from Johannesburg during this time and only returned to Cape Town on 25 December.

During this difficult period, the purchase slip was unfortunately misplaced. I am therefore requesting assistance with an exchange for the correct size. The store manager has indicated that he is attempting to contact the regional manager to locate and verify the transaction; however, there has been no feedback to date. Additionally, I have not been receiving updates and have had to repeatedly follow up myself for information.

In light of these circumstances, I kindly request guidance on how best to proceed. The loss of a family member was beyond our control, and I would appreciate clarification on whether providing a death certificate or mortuary documentation would assist in facilitating the exchange.

Your urgent assistance in resolving this matter would be greatly appreciated.