BAD CUSTOMER SERVICE

I phoned Boardmans customer care department to find out what i need to do with my 7 piece NON STICK Brabantia cooking pans/pots that i bought from them 2 years ago. I do not have the packaging anymore but bought it on my account. The non stick is coming off on 3 of the pots, in store they cannot do anything for me and i feel that there must be a warrantee on them as it is supposed to be non stick and this is coming off and i cannot use it as the entire pan/pot is getting to hot so cannot pick it up without a cloth. I paid a lot of money for this. The lady i spoke to at customer care just said that they cannot do anything for me without the packaging etc... HOW IS THIS possible? Not even trying to get the store to assist me just telling me i must go back to a store and see if they can assist me???