Poor customer service

I had my jacket torn by the area which we place items for paying and i indicated to the senior which was on the store two days back was promised the next day will be called but nothing happened till i wrote here twice then today i get a call which felt small the manner at which the leady spoke to me when i told her that today we are leaving JHB for cape town she shouts at me you must bring back the torn jacket and three quotation. I will can upload the pictures