Game refuses to refund faulty screen protector

I bought a screen protector at Game Flamwood in Klerksdorp on 12 Aug 2017. The screen protector came off my cell phone screen. I took it back to Game, but it was lost and they refused to refund it. Claimed that they wanted to see the faulty screen for themselves. As if I woke up on a Saturday morning to go to Game and rob them of R196.00. I told the Floor Manager, Golden and his Manager that I could afford to buy a new screen protector and proceeded to do just that at a store in the Mall for half the price at R100. I suspect that there was a language barrier of some sort because I made it quite clear that it was not that I couldn't afford to buy a new one rather the principle of the whole matter. After I logged a complaint on their website some Manager called me again and apologized for not being able to help and that they had to follow rules blah blah blah.............. Again I'm complaining not because I want a refund or cant afford a new screen protector, just for Game to up their customer service game, no pun intended. Very bad service and bad attitude of staff.