Terrible Service, Manager Clueless about Consumer Right. Fair Price is **** appliance Store. NEVER EVER

My Grandmother bought a Twin Tub washing machine CASH on the 20/09/2016 and it had a 2 year guarantee. Last year we went to complain about the machine as it was not spinning on the other side and they have told my mother that she needs to have proof of purchase which my grandmother has lost as we have tried looking for it. This year again i have tried making several calls until i requested my Grandmother to go to the store herself. She was told she need to have proof of purchase since they do not keep duplicates for things that are sold cash. Its the 1st for me to hear that a store doesn't keep back up nor duplicates for their stock even though you know the date bought and time. Where to from here. As we need this machine replaced or repaired. my Grandmother bought this machine with her pension money. Fair Price is ripping her off with their useless appliances. The Manager has not even a slighted idea on what to do. Whats my Grandmothers right as Consumer.