She refused to exchange damage bag.l

Susan let me wait for 2hrs,but didnt help me, she said I have to go to all the Foschini's to get a style number of the bag which is damaged, that I have laybyed in October 2015, had it released in December 2015,I dnt have a slip becos I ddnt know the bag wont even last 2weeks, was told the laybye card only provide the amount and not the relevant info,its hard to believe that,her attitude as well, she refused to provide me with her surname. I really need a new bag or my money back. The laybye card does it not provide all the items you laybyed? They could see the bag is a Foschini bag, am I suppose to go around and get a style number, is that my Job? What happened to respect especially when Susan get paid to provide a service, when I as a client make it possible for her to get a salary. Her manager as well backed her up for me to go around and get a style number and allowed her to treat me like a nobody while all I wanted was help. Why did she let me wait in the first place if there was no way I could be helped.