Arbitrary Processes Enforced on Customers

My mom gifted a pair of relay jeans and some t-shirts. She contact the Cape Gate store to inform them that I wished to exchange it and was told to just bring the clothing and slip. However when i arrived with the slip and relevant clothing to do so, was informed(after a long process the cashier first telling everything up) that they required the account card and the account holder to be present. No mention was made of this prior. This does not make sense, as was in process of swapping for two alternate jeans which totaled higher then the returned items and i would have to have then paid a difference on i wanted to exchange for. When the manager was questioned as who the account holder is, he was unable to state so or even check, both at the time I was at branch store and later via telephone call. Merely continuously parroting back that they can only create and submit account applications. Also manner in witch staff addresses customer or colleges and behave is far to casual, with a lack of decorum.

This is the second time this month I have run into arbitrary processes used by large brand retail stores, which only serve to halt or significantly delay a customer.