Very bad Service

I would like to start off by saying I'm a very loyal customer, I have some of your top products that I use for my trips and basically the only brand I use is K-way. Unfortunately the glue on my Snow Storm '13 Jacket failed after a month that I purchased it. I bought the Jacket in Pretoria at "The Grove Malls branch" and I live in Witbank. I returned the jacket to the Witbank store where they gave me a repairs receipt and I produced the necessary information that they asked for since I lost the slip. The problem is that the Grove store in Pretoria claims that they have changed systems and cannot check the transaction. I find this quite concerning, since all records should be kept for 8 years according to law? Its been over a month now that myself and the store manager from the Witbank branch has been struggling to get this information and I'm starting to lose faith in the brand. It is such a pity that such a great product is back by such terrible service!