Poor customer service at woolworths canal walk

I would like to submit a formal complaint on the service received from woolworths canal walk. I purchase a country road bag 7 months ago at Sandton johannesburg and was told that i can retun the item at anytime. 5 months later the bag started to tarnish and the zip is struggling to open and close. I return the item to Woolworths Canal walk yesterday which is 7 months of having the bag and was told that they could not return the bag cos it is outside the 6-month guarantee. I was assist by a department store manager that basically told me that they do not have the same policy as woolworths sandton and that I can take a flight to sandton to return the bag as they were the branch that told me I can return the bag at anytime. The department store manager named Ellie at woolworths Canal Walk was so unprofessional in dealing with the matter. She was actually telling me she is standing her ground on this and was not even willing to exchange the bag for me after they called Woolworth sandton and was advise that they tell clients that they can return it at anytime. I paid R1000 for a bag that lasted only 5months. This is ridiculous and a *******. We cannot be paying this much for something that cannot last year's. The department store manager at woolworths canal walk Ellie even told me the bag is not made for wearing everyday. What utter nonsense.