Game Store's Manger lack of customer intimacy

I bought a brand new Trimtech 149CC Petrol, XT150 Lawnmower on the first of Nov 2020. The Lawnmower was used for the first time on 14th November 2020. While in use I realized that Lawnmower was not performing as expected being it the top of the range as it was sold to me. Despite that I continue using it thinking it was warming up to the task. When I started adjusting the lever for cutting lower it stopped working. I stopped for a while and tried again, it did the same. On the same day I stopped using it.

I return it at Game Store Bela Bela on Monday the 16th, while at the shop the gentlemen who was assisting me was willing to exchange the machine however there was nothing on the floor for replacement.

He called “Matome” the manager who never showed up. We stood there with my Wife and Kid for almost an hour. Two more sales employee called him via the intercom and he never showed up. After numerous attempt of calling him, one sales person was able to get hold of him. Instead of showing up he instructed the sales lady not to reimburse but to book in the machine. He never never came to hear my complaint.

Issue 1. Game Store Bela Bela is not taking their customers seriously if they going to employ this type of management to handle their customers. I would be glad if I can get an apology for the inconvenience caused.

Issue 2. Game Store cannot be punitive to me for substandard equipment from their supplier. My take is, they should have replaced the product or reimbursed me and deal with their supplier. That machine did not leave up to its expectation and Game store cannot make me suffer for that