Shocking service from Nikkis Gift Shop and poor quality products from the brand 'Escape'

I've been buying from the Marine walk Nikkis gift shop for months now. I am a local and I purchase items like christmas gifts, kids toys, and oils and burners. I purchased an Escape brown leather bag a few months ago and the handle had ripped from the body of the bag.

This bag is leather, has thick straps, and was very expensive! This should not happen with a high quality product. 

When I went back to the store, I asked what I could do about it and I was asked to bring the bag back for inspection/repair. I went to collect it over a week later and was told that it was misused and that they couldn't repair it.

The bag was used by its long detachable strap which wasn't even the strap that had torn. Not to mention that the entire inner pocket that the strap was sewn too had come out.

I was also unimpressed with the store owner at Marine Walk. She clearly didn't want to deal with me over the phone when I came through (for the third time) to get some feedback on my bag. My husband and I answered her call and she kept quiet until I started asking about the process that had taken place with my bag. She also kept quiet when I said I wasn't happy with the outcome. This sort of dismissive attitude is really poor of a store owner. It leaves a terrible impression on us of the store. Due to this service, we become more wary of the products we purchase from shops like this.

I tried to contact the Escape brand but there were no contact details online. I then contacted the Nikkis customer care email and I've been ignored for 3 weeks now.

The total lack of care for their customers and bags is beyond poor!