The most disgusting customer experience

A few days ago I submitted a review on hellopeter about my bad customer experience from truwoths kids store in Mitchell's Plain, Promenade. My review read as follows.

"bought a schoolbag for my daughter from truworths kids, thinking it's of good quality. I bought a bag from them previous, for my son and loved the look as well as the quality. My daughter used it for 2 week and the side netting of the bag broke. I returned the bag but had to wait 4 weeks for feedback. My daughter did not have a dag for school, so while waiting for feedback I had to spend money again for a new school bag. I was given such horrible customer service at the store from the supervisor. After waiting a few weeks with no feedback from the store, I called to find out what was happening only for them to tell me that my refund request was declined. I am utterly disappointed by Truworths and thier customer service and will take this further."

Since then truwoths has responded to my review stating that they've been trying to reach me but couldn't. I emailed them after thier response stating that they can reach me on my mobile number or via email and provided them with those details in the email. Ever since then they have not responded to my email but a day later responded to my review again, saying that they're trying to reach me but couldn't. Truwoths wants to make it look as if they've tried to reach me which is a lie because I always have access to my phone and answer all calls I can confirm that they never tried to reach me and never responded to my emails. After all of this, I went to the store that I bought the item from (truwoths kids, Mitchell's Plain, Promenade shopping centre) and apparently they said they are unable to assist because they aren't sure which department to contact as I bought the item cash and not on account.

This has been going on since April

What horrible service!!