Exact replacement nor refund forthcoming

Branded store in Clearwater Mall - what an experience we have had with them. I bought my wife a guess handbag and purse for Christmas. When she opened the gift we noticed that the bag had a dye stain on - we returned the bag upon which they advised us that they will send the bag to Guess SA and request for a replacement. They said that their policy is - no refunds. We told them that we will give them the opportunity to replace, alternatively if they can't replace with the exact same bag, we want a refund - upon which the staff member at the time agreed. They said that we have to go through the necessary processes. They also promised to get back to us by mid-January - which they never did. We followed up 4 times after that and every time we got a story. To make a long story short - we went back on Saturday 21 March, upon which the assistant phoned the operational manager and I spoke to him. Not very helpful at all and very aggressive he advised me that they will make a plan - once again. I told him that I have given Branded store ample time to make a plan. Obviously an argument started. <br> <br> According to the consumer council, if a store can't replace the goods with the exact same a