Unsatisfactory service from Prudence in American Swiss Menlyn

December I bought my wife a Guess bag from American Swiss Menlyn using my , the bag is damaged and getting worse. I went back to the store to ask about the process of returning the bag and spoke to the store manager Prudence and she was of no help. She asked for the original slip and I told her that I don’t keep slips seeing that I bought a bag and doesn't need to be fitted. Instead of helping she told me that she would need the slip without it we can’t be helped yet I believe since this bag was bought using the card surely the transaction can be traced or the copy of the invoice can be located. Prudence told me that she needs some guy to come help take a box from storage and once she has access to the box she will send the documents to our nearest American Swiss since we are located in Joburg (bear in mind we went to the store on the 1st April 2018). We informed her that we would be going to Fourways Mall and still haven’t heard any word from her.

I went to Fourways Mall on the 6th April and they have since been waiting for Menlyn to further assist in this matter.

Is it cause I am black that my matter is not treated with any urgency? This bag was not cheap and I don’t expect it getting torn so early it’s not even 6 months since the time of purchase.

Side note : I don’t think Prudence should be a manager she is utterly useless at her job and doesn’t respect customers , if you going to keep her train her or you will get more customers that are as angry as I am now.