Refusal of exchange or refund

I have been an account holder for over ten years but the service I got at Total Sports-Eastgate was shocking. I bought swimming goggles at this branch and went for a swim once, but they were uncomfortable on my eyes. I went to the outlet to request either a refund or a replacement to my shock the manager refused me to exchange or refund me the money. I found his response so much appalling as an account holder I am even considering closing or canceling the account after I have settled the outstanding balance of something that I am not going to use it for the rest of my life.