Defective goods and pathetic service

I purchased 2 K-Way Ember Down Jackets which are definitely defective. Feathers are constantly coming off both jackets whilst in use. Feathers are being left behind on couches, chairs, backpacks and all clothing used underneath both jackets. I have visited multiple stores in Durban, Cape Town and Johannesburg. I have discussed this matter with numerous staff who simply mention the feathers should not come off as much, there could be something wrong with the inner and outer layer fabric. A staff has also mentioned the jacket may need to be sent off to be taken a look at. However, what is not being understood is that the jackets won't give off these feathers it its simply laying on a counter/hanger. The users are literally walking around with feathers sticking out of the jackets and in a city like Cape Town where almost every person at the V&A Waterfront is in a K-Way Down jacket, the users are the only 2 in the same jacket with feathers sticking out like ducks. I have discussed this with Leeanne who responded to my complaint via email. Leanne seemed to understand and agreed both jackets need to be replaced or refunded for the total value of the receipt which was sent to her. However, after discussing the same with the store manager at Cresta, I was requested to send 2 emails, 1 with the complaint and another with the receipt indicating the batch number. Leanne was supoosed to contact me but instead advised the store manager that I will call the store to further discuss. Thereafter, the store manager got the area manager to contact me. The area manager lacked empathy, blantantly stated a refund would never happen. He further went on to state that a payment of R250 each would be required for both jackets to be sent off for an assessment, pending a 6 week return, as he does not make jackets and cannot assess those jackets at the store. This is contradictory to what Leanne has advised via email. Further contradicting the store manager who advised on a different process. It seems as if the staff are passing the buck onto each other so that I end up stuck with 2 defective jackets which were purchased on the advice of being the best in the market by a salesperson.

It is absolutely disappointing to experience such poor service, not to mention defective goods from a store that prides itself to the total opposite. Definitely won't be shopping here ever again!