Reject order - no service delivery

I have received a reject bag with a cut on it and still awaiting the rest of my order, which is over 7days now. Which still says item placed. I tried going to foshini in pavilion which didn’t accept to take the bag back because they don’t stock the brand of the bag, yet it was bought from ‘foshini ‘ online!! Tried calling the customer service and I am awaiting on the line over 20mins to get through to an agent. This is pathetic service