Boomerang XL bag- bad quality

I bought a boomerang XL bag earlier on in the year. While service level is excellent when placing an order, sadly the same can’t be said for a complainant. I’ve laid a complaint 3 times on their website, with no luck.

My daughter has used this school bag for less than 7 months of the year. Each term she closes for 1 month.

It’s not even a year later and I must replace the bag. It looks as it’s 5 years old.

What is the recourse here?