Bad return policies and bad service fr staff

I purchased my niece a backpack at the earthchild store in Cavendish Square mall in Claremont. Within a week of the purchase after using it for the very first time the strap broke. My sister returned it and it was exchanged a few days later the same thing happened to the new bag. It broke on the exact same spot. She returned it again and was advised the bag was going to be sent away for an assessment.

We had to call the store to find out what's going on no one called to give any feedback. Out of nowhere all of a sudden the bag was sent the same day we called and we were informed the following day to pick up the broken bag because the claim was rejected. Your headoffice neither the store staff can say why. Your service is pathetic including your store staff service who can't even complete a simple sale as there is always issues when purchasing at that particular store. I prefer purchasong at naartjie for this very reason. But because naartjie did not have stock of the backpack I had no choice but to go to earthchild. I am now being sent messages saying I need to collect the broken bag and just accept that the store refuses to fix it or have it replaced. This bag is only a month old was used once because its the second time it broke. I want an explanation as to why my claim was rejected. I am not happy about this.