Bad customer service and query resolution

I escalated a query on Facebook to Mr Price immediately got a response that the issue will be resolved. Days later I followed up once again got told that the Area Manager for Greenacres Mr Price Sport will contact me and again nothing. After a few days I sent same query to your complaints department and yet again got told the Area Manager looking after Greenacres branch will contact me. Again no call and it is now 2 weeks. It was about the way the staff from the branch treated a pensioner customer and refused to do an exchange. It is very clear that Mr Price do not care about customer service since this would have been addressed the first time the matter was raised with them. Further to that if 2 Departments escalated it to the Area Manager and nothing was done it would explain why the area staff also do not care about customer service. But still Mr Price Sport allows this type of feedback and service. Wow!!