The don't have good customer cervice

I bought redbad bag at sportscene bloemfonfont on January and the bag is damage.The store manager refused to exchange it for me and said will call me when his boss but I'm still waiting. What I'm going to do with the bag a bough for the month and It's damage. I send the email to customer care but no respond. It's not the first time I had a bad service in store, last year December we did lay by when we go to realest it, they couldn't find it we wait until they told us to check in floor that we can buy because they can't find our lay by