Store manager who has bad attitude

This review is written on behalf of my cousin who bought a jacket at Truworths in 2014. This jacket was written genuine leather so he bought it with a smile trying to save money. Therefore the expectations were high as most of the stores do not have genuine leather jackets. Apparently after two years the jacket started to be worn out showing cracks in the collar as well as on the shoulder pads. Remember this jacket is only worn in winter and not even everyday still because it's not cold to wear it daily. So this frustrated him as thought a something called genuine can be treated as generational thing meaning it can be passed to his son or whoever after him. Last week he went to Truworths at Eloff Street, JHB CBD to lay a complain. The store manager who is a dark lady with short hair after listening to the story he said he must bring back the jacket. He brought back on the very same week she said there is nothing they can do because the jacket was brought in 2014 . He gave my cousin a bad attitude and she was very rude. The question was why; she did not ask when was the jacket bought in the first place. Also why she did not explain to him what they usually do in such cases. My cousin is using money which he doesn't have to go back and forth. He is also a loyal customer to Truworths as he likes most of their brands. The issue of the genuine leather sticker mislead him because he treated the jacket as an investment.