Terrible Customer Experience, in contravention of the CPA

I purchased a dress from the Pick n Pay clothing store in Musgrave Centre, Durban, and later realised that it was defective and had a huge tear down the middle of the dress at the back. As I live in JHB, I took the dress to the Pick n Pay store in Douglasdale (which does have a clothing section, and stocks the exact same dress), requesting a refund for the dress. The manager advise that as they are a franchise store, they cannot assist me and I must go back to Durban to return the dress!! after advising him that I cannot do that as I live in JHB, he still refused to assist. i eventually left and called the customer services department where I spoke to Siya, who escalated my complaint and advised that I would receive a call within 3 working days. my initial call was on the 8th January, and still no phone call. I called back again today, on the 22nd January 2019, and after 26 minutes on the phone, STILL have not received any form of resolution!!! I spoke to Nishaan, who's manager is Samantha. He was of no assistance, and basically repeated my query to me, and advised that I must go to a Pick n Pay Hyper store. this is a HUGE inconvenience to me, and R300 later, I still have not received ANY assistance. I requested that a manger call me, which still has not happened! the worst customer experience I have experienced, and I will definitely not be supporting them again!