Coach Sandton bad service

I am writing to express my dissatisfaction with a recent purchase from your store. I bought a Coach bag as a gift for my partner. Upon opening it, she immediately noticed several marks on the bag. Please note that the bag had been wrapped by the store at the time of purchase.

We contacted the store promptly to report the issue and even visited in person. However, to date, we have neither received a replacement nor any form of communication or resolution from your team.

This experience has been deeply disappointing, particularly given the brand’s reputation for quality and service. I would appreciate it if this matter could be addressed urgently. Please advise on the next steps regarding an exchange or refund.