Poor service

Today at the clicks in the crescent in umhlanga I received the most pathetic and poor service I have ever received. I have purchased an item from the store about a month ago which has stopped working. The item still being under warranty I took it back to them to assist me. They refused to take back the item saying it had been inappropriately used however this is not the case. I then asked for the manager on duty to come through as I was now getting frustrated with the staff. The manager on duty comes through to me and tells me that they would not be able to help as I had damaged the item intentionally. I did not want my money back or a voucher but just a replacement of the item. I then phoned the call Centre to which I was told I would receive feedback within 2 hours to which is now gone past 4 hours . This is unacceptable as this was a store I held in high regards to which now has made me not to want to shop there anymore.