Unprofessional and bad quality

I bought a duvet inner from Woolworths in Kenilworth Center some time last year and the feathers inside all moved away from the edges out if the squares. It piled in up in other squares and wouldn’t go back to its normal form. I paid R1699, thinking it’s Woolies quality that I trusted religiously. I took it back on Friday 1 August at 8am. First they were going to issue me a gift card but the lady went to the manager that said it must go to Quality department for then to check it out. WHY??? The duvet cannot be used in the state it is! What about the Woolworths promise and quality standards. I won’t be able to use that duvet ever again. I am so gutted that the manager couldn’t even come and explain why this has to happen. Today is Wednesday 6th August already and still no feedback. At 15:30 I decided to call them and to my surprise no one knew what I was talking about regarding the duvet I left there…how unprofessional! The lady in customer service said she’ll call me back after she went to look for someone that knows about the duvet etc. At 17:30 still no call…I had to call back and the lady just casually said oh I have to wait till the quality department mail them back regarding the above mentioned…and this is CUSTOMER SERVICE!!! I mean come on…I could hear her sighing as I was speaking to her. That was so rude. I am loyal customer of Woolworths for as long as I can remember and this is unacceptable. Someone else cane to the phone with much kindness and said they will call me tomorrow…well I can only hope so. Why is Woolworths lacking there quality promise. Giving me a gift card that will in any case be spent at Woolworths again. I’m so disappointed that Woolworths is treating me as a customer so poorly. I’m so done with Woolworths, honestly.