Damaged goods

Its heartbreaking how the customer service at this branch is implemented as i bought an HP laptop bag-pack on the 5th October 2018 and on the 7th its handle was torn and i went in to show the manager there and then i was shocked to be told he wont give me his name, he wont refund or exchange and that i can go rot in hell for all he cares even his staff can testify that he is the master there and that he cant be blamed that i carry bricks in the bag but he will not resolve this i can go to complain at Hp or open a case or take it up with consumer complaints commission he will relocate from campus square.