NO SERVICE @ ACKERMANS WESTGATE MALL MITCHELLS PLAIN

I purchased buccaneer school shoes for my daughter on the 3rd of January this year using my debit card, on Thursday morning while dressing her the silver clip in the buckle broke. I went to Ackermans in Westgate Mall mitchells plain where I bought the shoes and spoke to 2 different staff members. I explained I lost the slip bt purchased this item on the 3rd of January , I asked if I could return it for a new pair, I can bring my bank statement as proof of the purchase, which will assist them in tracing the entry on their system. The 1st staff member said it's fine they can exchange it as Buccaneers has a 1 year guarantee on it, I asked should I bring my statement I was advised no, it's not necessary. I than enquired with a second staff member that said yes I can exchange it as Buccaneers has a 6month guarantee. This morning I went into the store, and was declined the exchange, the supervisor said it's not possible without a receipt, I said I can give you my bank statement for you to be able to trace the transaction on ur system, she refused. I asked her why she advised that they cant trace transactions. So I would like to know how this is fair towards a customer I paid R299.99 for those shoes, and it's just over 3 months old? Secondly how can this not be retrieved, should clients documents not be kept for 5 years after conclusion of the sale? 3rd why cant my debit receipt which I signed and that is in there possession be searched for and used as receipt? I dont want my money back I just want a new pair of shoes. I am a regular client in this store, making cash payments and lay byes , all my deals are on the system, why cant Ackermans accmadate my request, I refuse to believe there is nothing that can be done for me. I asked that some contact me urgently on ********** 228/ ********** 40 to resolve this matter, Absolute pathetic service, my request for not even referred, just blatantly declined. How is this fair in terms of the TCF and consumer protection act that they are governed by