School mate bag ******* and not replaced or refunded

We bought a school bag from them in Jan 2023 (School mate XL trolley) for R 1450. Three weeks into the school term the bag tore open. Since then we have been promised a loan bag so that this bag can be sent in for repairs. No refund offered nor a replacement. We are now in March with no loan bag and still having to struggle with a torn bag every day. We were also told that the bag will take 3 weeks to repair. This is unacceptable as this is an expensive bag with absolutely no quality to justify its price.