Appalling service and poor quality vacuum - broke second use!

After a month of waiting for a vacuum cleaner that I had ordered online, I was told it was out of stock. It took three weeks to get a refund. I went to Rosebank mall and purchased the same vacuum cleaner, only to find that it had overheated and broken on second use. I took it to Game with the till slip and warranty, but was told I could only exchange it for the same brand since I didn't have the box. Is this reasonable for people who live in small flats? I don't have space for boxes for appliances such as fridges, vacuum cleaners etc. I was handed the replacement parts of the vacuum cleaner without the box. I've since noticed my refunded slip shows R50 off, yet I was not given any such refund. This is completely appalling service.