Dissapointment in Foshini/TFG

I am extremely disappointed in the service received by the Colette/Foshini group in Table Bay mall. In seeking assistance on a faulty bag on two occasions (the first when I was told I could not be assisted without the merchandise and the second when I was advised I would be contacted and received no feedback to date). I have made multiple calls to request assistance and even spoke with the store manager who promised me that I would get a call back, but much like the previous two times I called I never received a call back. I then requested assistance through the customer care contact centre but have also not received any feedback or acknowledgment (email was sent on 23 November 2020). I expected better assistance as I have been a consumer for many years and believe in the quality of TFG. I am however still expecting assistance and am disappointed to note this about this retail group.