Fabiani Pavillion- Sloppy Customer Service… the worst experience

Feeling let down by the Fabiani in Durban at the Pavillion Mall. I usually spoil my younger brother to an item or two from this brand, either at Gateway Mall or at the Pavillion. I bought him a pair of sneakers that were his size, these were for his birthday. Regrettably the cut is small, therefore he needs a bigger pair. Given my tight work schedule I sent him to exchange the pair. Upon having discussions with the sales assistants at the Pavillion he was advised the store would request a size 11 at the store at the Gateway shopping center, this was over a week ago. Furthermore they had advised they would make contact with him, nothing has come to fruition to date. Is this what the brand represents? Sloppy customer service? We are patrons of that brand, why treat us so poorly? I’m really disappointed, black on black service is typically poor which is disheartening but this is a new low.