Unprofessional service at TOTALSPORTS

I bought a Totalsports soccer ball on 27.04.2015 and within 7 days, the ball was torn. So, I went back to Soshanguve Crossing Totalsport so that they can give me a refund on 03.05.2015 and when I got there, another lady said to me that they cannot help me because the manager was not at work so I have to come the following day. I then asked her if there is not maybe a supervisor that can authorize and she said NO. So, now the customers must just go back because the manager is not at work? That is highly unacceptable and its not professional because I have to use money to get to the store. But anyway, this is the type of attitude that we find in our stores, what can we say???