Pathetic customer service

I purchased a Polo bag at Cellini Luggage in Tygervalley, after a few months of barely using the bag I noticed that the bag was breaking. I went to the store to find out what I can do as I did not have the slip, the sales person informed me that the slip can be searched for and then the bag will be sent off. On the 30 April 2019 I was in the store at 15:14 to return a bag that was damaged. The one female staff member was extremely rude upon my return telling me that the item could have been damaged due to it being stored in a box for awhile in store. When i justified the fact that the bag had no defaults on the day of purchase the staff member started getting hysterical and raising her voice. I did not appreciate her disrespect. When I asked for her name she told me that she does not have to tell me her name its not my business. I am utterly disgusted in the rude service I have received as I am a regular customer at Cellini Tygervalley store. Eventually I was told that this rude women is the store Manager, Tania Cruising. None the less I received an email stating "Unfortunately they have sent the bag back and are unable to repair scuffing and are unable to pass a credit note for the bag. They are quite strict with company policies regarding special clearance items and returns. I have the bag at the store and you are welcome to come and collect at any time." I then requested for a contact number for someone at head office and got a reply from the store manager Tania, " have spoken with my senior manager and we very busy with stock take at all our stores this week but when he has a free moment. I will get him to call you." It has been almost a week and nobody has called me instead I received an email with some managers number, he goes by the name Hugo. A completely arrogant manager I'd say. He has such a stinking attitude and wanted to know what he should do about the bag because he is the one who gives the final say. As I have explained to him, the bag was hardly used, as I'm sure he could have seen, taking into account that he personally examined the item as he had told me. According to him he sold x amount of the same item of which my item was the only one experiencing these faults.

As I have stressed over the phone, had I known that the bag has been used to such a manner where I would expect such wearing of the material, I would not waste my time returning the item.

I'm so disappointment as I have been supporting this business for years only to recieve such poor service and get treated like **** by both managers. Is this the thanks we get for supporting local brands.