Cape Union Mart pathetic after sale service.

During January 2020 we purchased K-Way jackets for the whole family from Cape Union Mart Newcastle. During April 2020, we e-mailed Cape Union Mart informing them that the one jacket is pulling loose on the stitches, but received no reply to date. During level 3 lockdown, we returned to the store and they send the jacket to get repaired. Thereafter we went back to fetch the repaired jacket, just to get a jacket with white marks/stains and washed out color (jacket is black, now it is brownish). The store agreed to exchange the jacket for the same jacket, but when we went to the till, we had to pay in as the jacket was purchased at a special price. We contacted head office, but they keep saying the case is being escalated without any progress. Till date nothing is resolved and the damaged jacket is still at the store, and head office is not getting back to us.