manager who doesnt know system

I Donovan Roberts Christians is so irate and appalled for the way a manager of a big company Totalsports in Westgate Mall in Mitchell's Plain handled a exchange and in the end my son was disappointed and I was forced to take a takkie I didn't want because of the colour and the manager couldn't rectify a exchange for a R1399 Nike Air Max in white for the black,I was promised on Friday that I can collect the black one,but it was not done and even head office couldn't help solve the issue ,so if a large company TFG cannot fix a simple exchange of a item of same value and style just a different colour then what about a big issue,that's very pathetic service and I want it sorted today Monday 5 October 2015 and some kind of compensation for coming the next day for nothing and my son is also upset with me