VW Careless now won't fix !!!!

My Car was given at VW Centurion branch on the 29th of March.... Car went in for a 45,000 service. after I picked up my car on the way home I noticed my steering wheel was abit damaged ( abit of a tear on the steering wheel ). I immediately called the lady at VW,Janine, and she confirmed I should come in on Tuesday. When i went back on Tuesday Janine and the manager of the branch said there is nothing they can do and it's not there fault,and it could be I'm lieing and they won't fix it.They confirmed if they fix it I will cover the cost.

That is unacceptable as now I have to pay for the costs involved in fixing !!!! I would appreciate it if VW owned up to there mistake and fixed what they had damaged !!!!!