Unhappy customer

I bought a jacket with a cut mark on it. I phoned head office twice and still I have not received any feedback. Tygervally cape union mart, management doesn't believe that the product was faulty when it was purchased. Tygervally branch is willing to send the jacket to repairs and they will charge me as the customer for the repairs. I can not understand how the customer should pay for the repair of a faulty product. Tygervally branch also refuse to refund me the money of the jacket. I have never received service like this before.