Bad Customer Service

I purchased a Clinique pencil set at Truworths store in Musgrave. The pencil was not winding out so I took it back to the store on the 11 February 2018 and spoke to the Manager Andrea on duty. The Manager informed me that the Clinique consultant was not in after waiting in store for a long time, I was then told that the consultant would be in on Monday 12 February and will contact me. I then informed the manager that I could not come back to the store as I live far and requested that they send it to the Bluff store. The manager then told me that she would get one of her staff members to deliver it to me. I called the store a week later to find out what happened to my delivery and Andrea was very rude to me. She denied that she had told me she would send the pencil with a staff member and told me to go to any level and complain. I am disgusted in the level of professionalism and attitude of the manager of the store. How does this type of service meet the values and principles of Truworths brand? I have been a loyal customer for many many years and the service from a manager who supposed to lead by example is absolutely appalling and makes me feel like parting ways with Truworths. I contacted customer service and to this date have received no response.