Lack of service from Truwoths

I purchased a bag in December and not even a month later the clasp of the strap broke and the side gold beading strips started coming off. I returned it to Truworths Northgate on 5th January. They refused to give me a receipt, so I took a photo of the return document. They advised they would send it to quality dept to check, even though you could clearly see it was broken. This I might add is the 2nd bag of this make that fell apart which I never bothered returning. I then wrote a mail about the situation on the 10th of January. I received an automated response. No one contacted me and I then phoned customer service on the 15th after hearing nothing again. They advised me that the area manager would contact me within 3 days. It is now more than a week with no response. I have never over many, many years returned anything to them. I am absolutely astounded and disgusted at their lack of service. I cannot even say it's poor as there has been none. I after many years will pay off my account and close it as I fo jot want to deal with a company that has not made any effort to resolve the issue.