Very Poor service from Decofurn

I'm appalled at the way in which Decofurn run their business, I bought 2 chairs from them late last year and on New year's eve one of the chair's leg broke while my wife was sitting on it. Few days later, I went to the store in Boksburg, the same place I bought the chairs to enquire about the process that one could follow to get the broken chair replaced or fixed. I again, pointed out to them that I had misplaced/lost the original receipts but since I have used my credit card I could get my bank statement as a proof. I then wrote to the head-office about my plight and it seems like my email was later routed to the branch. The branch, then made a contact and asked me to send the pictures, of which I did. A week later, when I tried to make a follow-up with the branch I noticed that my mail was blocked. I then wrote another mail to the head-office and it has been 2 weeks without even the decency to acknowledge the receipt of my mail. I have the communication emails between myself and them should they be required.

My main gripe is that as a company, they cannot deny to exchange goods because the customer has lost the original copy of receipt.