BAD SERVICE!!!

Bad service I have received from Woolworths Tygervalley on Sunday afternoon from a manager refusing to exchange my damaged dress. I have lodged a complaint on Monday 7 October 2019 against the particular manager. Since then have been waiting for feedback called in yesterday as well they said they will follow up till today still waiting. Called in again today I was transferred to Woolworths tygervalley was on hold for more than 5 minutes until I spoke to the food department manager, who asked me all the details of the complaint that I already stated on the complaint. Nevertheless I repeated everything just to be told "ok I will get a clothing manager to get hold of you" like really now? Am I going to be transferred all over the world until I get a response? Is this how customers treated at Woolworths now? No quality, No customer service...