Terrible customer service!

I had bought a black jump suit in November (when I got paid) for my work Christmas Party in December. The jump was not cheap- and I always rely on Forever New for excellent quality and service. After I wore it and put it for hand wash, the pocket of the garmet had tore across, and not down the stitching. I could not wear the outfit again. So when I took it back to pavilion FN, the store manager had left my garmet aside and waited for the operations manager to examine it. Once the operation manager had inspected it- I had received an SMS saying it was not a manufacturing defect cause the stitches down the side was intact. Did she not consider the poor quality of the material??? Where was the personal discussion rather than a lousy SMS??? Why couldn't she advise a tailor to fix the tear??? I had spend a lot of money thinking I could wear the jump suit again and not throw it away. Till today I am awaiting a phone call from the operations manager and not an SMS! I do not want my money back, but rather an exchange of the garmet. And proper customer service or common courtesy.