We will forget your bags... SIR

I purchased a luggage set from Makro which I had for less than a month when The zipper came loose and broke. I took the bag to Makro in Centurion where I purchased it on the 16th of January 2016 the customer care attendant was very helpful and promptly inspected the item and saw where the problem was. He booked it in and gave me a reference number and told me I will receive an SMS confirming that the items were in for repair, the SMS came through on the 18th only which I didn't have a problem with. The agent told me to expect a call WITHIN 10 days for collection of the repaired or replaced item today the 26th Feb 2016 after at least 10 calls to the store and on going promises to get back to me I have NOTHING. I plan on travelling in the coming week and have to now loan a bag because my bag is not at the store yet and nobody bothers to follow up and arrange for my bags to be replaced. This is probably the last time I will purchase anything from Makro and would much rather support other companies who truly value THEIR word and their clients.