Exchange wanted

I got these jackets as gifts for my daughters. One black and one burgendy. Both my daughters wore the jackets in eid and Both jackets ripped at the shoulder and sleeve part. I have the tag of the one jacket as my daughter through the other one away. I dont have the slip as i said it was a gift. I went to MR PRICE OTTERY HYPER MARKET. All i wanted was an EXCHANGE as my kids only wore these items ONCE and they still carry the style in store. CLEARLY this is a manufacturing fault and im positive that this wasn't the first or only return on this item. I spoke to the ASSISTANT store manager who NOT ONCE showed an ounce of empathy and apologized for me now having to LOSE R360 cause of their factory error as i was denied an EXCHANGE!!!!!! I was told to come back when the manager was there but advised that SHE WOULD TELL ME THE SAME THING. I worked in retail, i know company policy which was reiterated by the assistant store manager. But dont we also have CUSTOMER SERVICE???? DISGUSTED BY HOW I WAS TREATED AND DISGUSTED THAT I COULDNT EXCHANGE A BROKEN ITEM!!!!!