Disappointed with customer service

I’m so extremely disappointed with the service I received at country road at Woolworths. End of Last year I lodged a complaint about a bag I bought at country road and it wouldn’t close properly. The lady at the till admitted that this was a Common issue with the bag and a lot of people complained about it but she wouldn’t help me because I never had a slip. The bag was completely faulty and an expensive bag that I payed R800 for. I then contacted Woolworths and they said they would help me. I’ve been calling for weeks and months and still the issue hasn’t been resolved! I’m so disappointed.