Poor customer service

On 15 January I was at Woolworths in Gugulethu Square to return my sons pants and the lady that was assisting me Cindy promised me that they will take the pants away but she can also see that it’s factory fault as zip broke and I had my original receipt to show and their rules at the back of their slip say within 60 with original receipt I can do Exhange/Rund today is the 15th of Feb I am still waiting for their response no communication on what’s the delay the service is very poor