Poor customer excange

I bought a pair of pumps and they were torn within two uses.I returned them for exchange at PQ Eastgate I were told they'll call Head Office for Authorisation,it was on Sunday.Malume from PQ Eastgate called on Tuesday 17th and told me I can come for the exchange I asked if I really have to take samething he said I can take anything for that value told him I'll come on Sat.I came on Sat 21st was then told to take exactly samething ,How can I take exactly samething that failed me before?I was told to wait for Lerato the manager who also said I should exchange exactly exchange for same,I asked for exchange policy was told that they don't exchange damaged goods they just doing me a favour hence I have to exchange for exactly samething. If this is really how PQ deals with their customers then it is indeed a poor service ,How can I now be forced and be held accountable for something I bought and didn't work for me? It's one disgusting thing that PQ doesn't do cash refunds ,I've made peace with that but being forced to take something that failed me before again shows how PQ doesn't value their customers since they know they can't even afford a lawyer