Truworths poor customer service

I 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.