Bad service

I got a bag, within two days it scratched. I returned it they kept on telling me they don’t have cash. Now two days ago they called and said they don’t want the bag it’s scratched so I called customer service they told me I can only return the bag where I got it which is in CPT and I’m in jhb so I’m asking are they not the same brand they said yes we can’t help you. But we will send you an email. Even now I’m still waiting for the email nothing. I mean why sell a bag that does not have good quality with such an amount and you can’t even treat your customers right? I am not happy with the service I review I feel like they not taking the matter seriously just because I’m young. I just need proper service even now the bag is still in their store.