Rude service and throwing away my garuntee

Me and my brothers watches broke so we gave them in with our 5 year garuntee documents. They called us and wanted to charge us for the repairs and said we didnt give them our garyntee documents. They called me earlier today (25-01-2016) and said they wont do the repairs, when i told the lady we gave them the documents and that they must have misplaced it she rudely said with or without the garuntee documents they WILL NOT repair it and hung up the phone. I dont know her name but that kind of client service is not acceptable!!!