Not impressed with service!

I am an avid TFG shopper and am truly disappointed how a return of mine has been handled by your Century City Store. I've been back and forth from the store numerous times trying to return a damaged shoe that my son only wore once. I lost the docket, but the sales assistant advised that she can check on my account when it was bought. She, Tracy, advised that she had contacted your head office, and they found the item on my account. However, she would not be able to look for the docket as she was alone in the store. I accepted this, and she advised that she would contact me on the 28.09.2015. This call never happened. I had to call her today 01.10.2015 and ask what the progress was of my return. She made some excuse that the manager had requested that the box with the receipts be brought down from the stock room, and only then will they be able to do the refund. I asked her why she did not phone me to inform me of all this, her reply - she forgot! She forgot!!! I am a client and am highly irate and disappointed that my request was \forgotten". What does that say about your client service? I cannot believe that I was treated in this manner!!!! What happened to client satisfaction?"""