Terrible query management

I bought a dress at foschini last year and then found out I was pregnant so it just hung in my cupboard.When my daughter was born we had her dedicated and i wore the dress to church when I got home to my horror it had torn right in the back on the stitching ,which means it was not sewn properly ...this was the third time I wore the dress.I went into foschini and they advised it had been very long so I needed to contact head office .I received an email address.I proceeded to email and send tfg an email explaining the dress must have been faulty .An automated response with a reference number was received .I waited a while received another email few days after saying someone would contact me .I then received an sms saying my query was resolved,which it clearly was not.I proceeded to send a further two emails ,no response .then I went back into foschini vangate mall,the lady there said she is sorry she will take my details ,follow up and get back to me.That was about three weeks go.I've heard nothing from them since .If the feedback was that they couldn't do anything about the dress I would have understood .But nothing ,zip,zero feedback from anyone...terrible customer service ...I'd rather shop at pep if the service is better....this is going on since 18 November