Terrible service and feedback on a return Canalwalk branch

I'm so frustrated. I bought a leather Polo bag in the Canalwalk store a year and a half back. It was faulty first time round service was excellent, the manager sorted the problem efficiently. Months later the leather on the bag started cracking. I was ill for several months so only ended up taking it in in December. I was told the Polo factory was closed and that they don't want to keep it at the store till it opens and that I must bring it back again. I finally managed to get a chance to return it in Feb. I never got feedback then eventually after several months and a few calls and visits from me they told me polo said it was wear and tear. They said they were not happy with the outcome and would re submit it. Again several months later, approximately 2 weeks back Francois calls me to say they can offer me a full refund or to come and choose something else. I gave him a picture of the product I wanted which they had in tan and asked him to see if the supplier had black. I have heard nothing back and have left 2 what's app messages on the stores mobile number, no one has bothered to respond to me. So this story has now been going on since February. That is unacceptable! UPDATE I posted this message around 2 weeks ago. I got a response from Francois to say he was on leave and although he has been dealing with me his response told me he had no clue what I was referring to. He responded I will see if we have your replacement in stock. It's not a replacement it's a totally different item in trying to purchase with the refund money. Since then I have again heard nothing and sent another message which he again hasn't responded to. Nor as you can see has anyone bothered to respond to my review. I just phoned in again myself now and Abigail was very helpful. She sourced me the wallet within 15 minutes, yet I've been struggling for months to get feedback and a result. Thank you Abigail. Francois BTW is a senior manager mmmm