Identity atrocious service

On the 14 of April I purchased a denim jacket from Identity Sandton. In less than a month I returned the jacket as it was damaged after a wash. At the store I was informed that they need to book it for a review in Capetown. If they return it without a review it will affect their stock fair enough. The jacket was returned after 2 weeks ti the store. When they tried to credit back the jacket they couldn't the system didn't recognize the item. A ticket was logged calls were made to head office. Head office response was there is nothing they can do to assist. Ive been goubc back and forth yo the store I can't be helped. Sandtin team us so helpful but head office doesn't know what they doing. They not customer oriented. I can not forfeit R499 bcos they can't assist. What an atrocious service