poor service & going against company policy

I wrote a review about Sportscene and im still waiting for my response because i did'nt like what they did and the poor service by not exchanging my girl friends jean she is even angry till today,please help her. Sportscene Westgate must make it up to her i dont care what they do but they must do something please,the store manager that gave me tough time for nothing hes name is tshepo