Manager has no customer liaison s****s

I went to Shoprite Lentegeur with my cooler bag as the bag is breaking after using it once and I wanted them to credit me for the bag as I refuse to pay for something that is of no use to me and I spoke to Mariska the non foods supervisor who advised that they cannot credit me for the bag as they do not stock these bags and my argument to them was that Shoprite, never mind how big or small the storw is, should be able to accommodate there customers ,however they refused to credit the bag and insisted they can't, me not being happy with there feedback asked to see the manager and Miss Jacobs the manager comes to the front to address the matter, I then advise her that I am not happy with the way Shoprite conducts business and that according to me u are able to exchange or credit any item at any shop rite stir and this woman persists that they will not credit the bag but the point of the story is that she becomes abrupt with the customers and portrays a very blunt attitude towards her customers as this was not my first encounter with her, she has no way of speaking to customers as she raises her voice and becomes irritated when a customer questions the policies and procedures of Shop rite exchanges and refunds and this clearly shows me that she has no people s****s and she blatantly refuses to be accomodative towards a customer...According to the two experiences that I have had with this woman I feel that this manager is not worthy of the title Manager and he looks as if this was someone taken off the street to fill the post as a manager....she should really be retrained or she should be demoted from her post as she has absolutely has no customer service s****s what so ever which is absolutely disgusting for a business as big as this and now with all this drama my slip of the bag is gone and now I am unable to get the bag refunded, so I am sitting with a broken bag which is of no use to me and this is after I had the slip on Friday when these people refused to refund me, deeply dissapointed in the shocking service I received....?????