bad service received at Game store

I have been at Game store at mall of the south in the morning @ customer services to return an iron only to be told that I can only do it at Eastgate since I bought it there and I don't have a slip at Eastgate they can reprint your slip if u give them a date ( I was told ) when I arrived at eastgate the lady at customer services tried to search the slip but she ended up tellin me that they are using a new system it's hard to get the slip , the lady proceeded to tell me that not long she exchanged an iron for someone without a receipt my question is what is the difference with my situation, can someone escalate this for me my name : Nndondeni no ********** 455 I have the name of the person who helped me.