Pathetic product and customer service

I bought a baby carrier bag from Ackermans at Northgate on Saturday the 16th September 2023 along with 3 other items to the value of R544.80. On Thursday the 21st of September needed to visit Northgate Mall again and decided to make use of the carrier bag... I went into ackermans to do my kids clothing lay bye... and right at the till the baby carrier snaps and one of the straps broke... this carrier is suppose to carry a weight of up to 9kg my baby weighs 3.5kg... the carrier tore at a place where there is absolutely no pressure or weight... I reported it immediately and told the lady I don't have the receipt anymore but I do have the bank transaction notification and also the package at home. Wanting a refund to buy a stronger one ackermans refuses to grant me refund and wants to replace the carrier bag with a new one which I don't want cause the product is ****... I've been waiting on feedback from Wendy in the store since Friday... I shall now take this to the ombudsman and ackermans headoffice. I'm unhappy because I do lay bye and clothing shopping for my kids there all the time... clearly my business shall be appreciated elsewhere.