bad service handling factory faults

I was working at Bogart Man Mall of the north for 4years. I bought a bag with my staff account then after using the bag on 3 occasions the straps tear. I returned the bag to the store around October 2018 as it was a factory fault while still working at the store There was a customer who brought back the same bag as mine to the shop after after me as a factory fault and he was given another bag.. With me they are dragging their feet to resolve my matter every time I go to the store I'm told that they waiting for head office it's almost 2months after I've returned the bag to them..