Unhappy account holder

Good afternoon I only rated one star because I can not write a review without rating. I am disgusted and disappointed at IDentity's customer service as an account holder. My daughter Siyanda Ngxola went to kokstad Identity and bought a dress on the 15th of December 2019 she wore the dress at a wedding on the 16th of December 2019 by the end of the night the dress had snags all over. She went early January to return it, and she was sent away even though the policy on faulty garments is 6 months. She called in at customer service and lodge a complaint on the 4th of Jabnuary 2020. She wrote an email to the Identity site on the 3rd of January 2020. They only responded on the complaint on hello Peter to date we are still waiting for the reference and we haven't received any communication besides an email looking for contact details which she provided from identity kokstad or their head office or customer service. I am thrilled though that my account is paid up because I am closing it. This service is unacceptable!