Midwater Pick n Pay attitude stinks when it come to customer service

2 weeks ago I bought at Middelburg Mall underwear for my child, 7-8. From there I pick up my child at school. When I got home I saw that the one panty was damage and the other had little holes. I went straight to the Midwater branch pick n pay. A lady was standing at the paypoint. As soon as I took out the underwear she said immediately to my we don't exchange underwear. I told her yes I know but this is damaged. She told me again we don't ...... I told her yes I know but you do when it's damaged... She called the manager of the store. I was inform that they don't take back damage stock, her branch is not a loud to. I said it's fine I'll launch a complaint she told me I must go to the mall where I bought it, they are aloud to take stuff back. I was amazed.... So I phoned the complaint number just to be informed that I must take it back to Middelburg Mall so that the manager can give feedback why it's damaged. Wow,, I didn't know that the manager at the mall has Xray eyes to see Al the stock that is damaged. So the lady also ask me to rate her service... What service??? I was working Friday to Sunday. Last week Monday I went back to Middelburg Mall, the manager was shock to hear that the Midwater refuse to take back. He said now he knows why everyone is coming to his store with damage stock.. I told him it's because he has Xray eyes. He told me I am not the first customer to bring the underwear back damage. It's the new packaging. He emailed the supplier regarding the packaging. He also told the cashier he is gonna refund me because they all are gonna be damages. Wow wow... This is now a manager you want for you're shop. He is taking care of the customer he is looking out for the damaged stock and is prepare to take the extra mile to inform the suppliers and he thinks ahead. His shop is always tidy and not like Midwater that is clutter and NO NO customer service. Really I must take my head of for the manager of the mall, he is really willing to assist and he sees a problem and try to fix it. That's how customer service works and you get loyal customers Midwater just want to get rid of you. Really I am so discussed with the Midwater branch, it's some brand some owner some name but still refuse to assist. Then you wonder why you're turnover is not going high, because of the leek of customer service. I wasted petrol for what??? For that service.. Yes I had to drive back to the mall, extra petrol cost. I bought it there because I was shopping there.