Pathetic service and poor management

I have purchased a Polo handbag (which has a year warranty) from Cellini the Glen in May 2018. In July 2018, less than two months later the bag started to peel. I took the bag back to the store and was told today (which I had to call them after not hearing from the in over a week) that the bag cannot be fixed and I should come and fetch the damaged item from them. I mentioned that I am not happy to come back for a damaged item and I need a solution. I have requested a cash refund if the bag cannot be replaced and they refuse to refund me or replace the item. The Manager could not speak properly and give me clear answers. I was advised that he cannot make decisions on behalf of the shop and I need to phone the head office to find a solution. is this customer service? I must now do the managers job and find my own solution? how is this treating customers fairly? I will not be purchasing anything from your store again and will advise people to be careful of the incompetence and poor service of the Cellini stores. Please also consider employing staff that can first liaise with a client in a professional manner and provide solutions to clients. not additional inconvenient problems.