Gown damage and store refused to help

I bought my son a gown 3 weeks ago. I washed the gown once and fleeces started to come off. I went to Truworths in DIHLABENG Mall as I had to collect my online order and also I was taking my son for his operation. I requested to exchange the gown but the lady by the name of Daisy Radebe refused instead she kept on removing the fleece from the gown and said she cannot change it. I’m very disappointed and disgusted by the service, my time wasted and mostly by the fact that I bought the gown for my son to use after his operation. It has not been 3 weeks and he wore the gown once, the quality doesn’t match the price I paid I’m very hurt because all i was told was that she won’t be able to change it she will send the gown for further investigation. Such an inconvenience! I just want to close my account! I told her I do not stay in Bethlehem how will I know what is going to happen if she takes the gown. She didn’t even respond to my question but took the gown. She just gave me the receipt as proof that she sent it for further investigation!