Identity rude and disrespectful manager

I had bought a handbag from identity on the 21/12/18, when I gave the bag to my sister for Christmas, we realized that the clasp was faulty.. So we took the bag to identity mall of Africa on the 26/12/18, the manager was absolutely and disgustingly rude, the bag had just been purchased and isn't right, he is insisting that he needed to send the bag for inspection and then to head office, even tho under the returns policy they don't say anything like that... The Manger then called the customer care line who told me that it was the decision of the store manager and he told me he would never return it.. I am truly disappointed with the pathetic serice I received from Identity in Mall of Africa, the way you treat your loyal customers is disgraceful, how long am I to wait for the bag to go to head office over the festive period.. I will certainly think twice before buying at identity again, cause I honestly can't handle this level of u professionalism and disrespect, the rudeness of the manager is disgusting. I strongly suggest that Identity spend more money on training their staff and managers, which will equip them to handle situations better, cause this level of service will drive more and more customers away..