Really bad customer service

I order a lot from Superbalist and I have never had an issue with any products until recently. My husband and I both use the account to place our orders and this time I had some clothes I wanted and he added some underwear to the cart. Keep in mind it was expensive underwear from a high end brand which costed R800 for a pack of 3. These were purchased back in August and my husband only opened them to use last week and he noticed one of the pairs was defective and had a hole. We contacted the manufacturer to referred us back to Superbalist as that’s where we purchased it from and on Monday I emailed Superbalist with my query and I was told I would receive a response in 1 business day. It’s 4 business days later and I have not received a response. While waiting on this response, we phoned the customer service line yesterday only to be told that it is outside of the 30 day return window so they cannot assist and after trying to explain to the agent he said he would speak to his manager and email me. I have heard nothing back. My husband called Superbalist again today and they placed him on hold for over 10 minutes only to tell him that if we had sent an email previously they will definitely respond to it… they did not even attempt to assist. What kind of customer service is this? I work in customer service and if I treated a customer this poorly I would have lost my job a long time ago. It’s insulting to spend that kind of money to be treated this way.