Bad service

I bought a The Hair wig at Edgars sandton city on the 14 /12 /18 ,wore it for exactly 6 days then stopped wearing it because I was not happy with the quality. I took it back to the store on 23/13/18 because I wanted to find if I can exchange it or get a refund but unfortunately the lady who works in that department was off from work. I was then assisted by the beauty department manager, she took a copy of my slip and kept the hair with her, promised to contact the supplier and call me back for an update but it’s been 4 days now and she hasn’t, I’ve tried calling the store and the phone goes unanswered . I have been your loyal customer for years and have never returned anything before. I’ve spent just over R4000 on that hair and this is the treatment I get? What will take to get your attention? Do I honestly have to take this further to get it?