Poor quality poor service

I bought a school bag on the 15/01/26, a week later the bag is torn. I did not keep the slip as I had no intention of doing a refund. I used my pep store card when making the purchase. Now I cannot afford to take the very same bag because of its poor quality, I cannot opt for another higher cost bag due to affordability. I explained that I understand that I need the slip for the refund but I have used a pep store card which I believe the information can be retrieved from the head office. They refused to assist me with that, said I should call their head office myself. I am very disappointed in the service, I had to leave with the bag now it means my daughter will not get another bag due to poor quality and service. I think the ladies name is reabetswe