Disgusting service and customer support

Been buying all my clothes at Cape Union Mart now for years and this is the first time I am having issues with them, not once, but twice. My wife bought me a K-Way Jacket and Old Khaki Sweater more than a month ago. I do understand that shipping, etc will be taking longer during this time and do not have a issue with that, but when the order eventually arrived, the sweater was ripped. I went to our nearest Cape Union Mart shop in Cape Gate Shopping Centre to just exchange the sweater for one that was not ripped. They told me that they could not exchange the item even though they had exactly the same sweater in store, but just a different barcode as it is new stock. I told them that the sweaters in store is exactly the same brand, type, name, colour, etc, but they still did not want to exchange my sweater and received a refund. The second issue I had with Cape Union Mart is that I also bought a jacket at their online shop on 28 April 2020. On 28 May 2020 I just followed up on the order as it seemed taking a bit longer than expected. This morning, 29 May 2020 I received a bank notification that the money is paid back by Cape Union Mart. For this I am grateful, but I really wanted the jacket. They gave no explanation, no reply to my mail following up on the order, heard absolutely nothing form Cape Union Mart. This is really disgusting service and customer support and I will surely be looking at a different brand of clothing. Thank you.