Shocking experience and terrible customer service

Bought a bag to the value of over R5000. Less than 6 months after the purchase the wheel *****s started falling out. We took the bag in for repair as it has a 1 year guarantee. First we were told that the bag has been discontinued due to the fault and we would need to get a replacement bag. They offered us one and we agreed to pay the value over and above what we paid for the bag. Then we got a call from the shop to say the manager overturned the decision and the bag will indeed be repaired. We will not get the replacement bag. Needless to say that more than a month after the bag has been handed in, we still do not have the bag. The shop manager says their is no other manager or customer services manager that will help us as she has already helped us. Still we have no bag, nor a replacement bag, nor the money returned we paid for it. Shocking experience and customer service.