Disappointed

I ordered a DH sling bag from Truworths online in June. A few months later, the zip had broken. I visited my local Truworths and they informed me that they had to contact ‘managers’ (not sure who that is) before they could do anything. I heard. I then contacted Truworths online myself and received emails that were looking promising. And that was it. Never heard from them again. Are they waiting for the warranty period to expire so they don’t have to do anything. Just be careful before buying online. It’s very difficult to get assistance on certain products.