Bad Product and Customer Service from Incredible Connections

I bought a Savvy Trolley bag for my son costing me R1300 only to have the handle break within a month of use, when I called the customer service they told me to take it to store even though I bought it online, I took the bag to Incredible Connections in Sandton they declined an exchange or refund for the bag and told me that a bag less than three months will go for a repair. Now my son is without a bag which I paid handsomely for more than 2 weeks.