How Game Bloed street handle customer queries

I purchased a Milex kettle from Game store in Bloed street a few months ago which has been working perfectly until yesternight. I took it back to the store today. The problem with it is that it has started leaking from the bottom. A manageress was called to address the issue and her solution was , without even looking or even checking the kettle out that it is their policy to book in the item and return it to the supplier, so that the supplier can decide on the matter She went further to explain that the reason why you as a customer is advice to keep the box and invoice of your purchase is not that when you have an issue with the product even when under guarantee for them to exchange it but for the supplier to see when you the customer has purchased the item and for them to pack it in the original box when they send it back to the supplier. This is not what I was told when I purchased the Milex kettle. I do understand that customer service is non existed in that store because of the customer demographics they serve. So I went in looking to exchange the kettle not good service. I was not even aware that simple customer queries are not even looked at but referred to suppliers. So I have learned a valuable lesson today. My next purchase will be directly to the supplier as I believe thy will take better care of me as a customer. I decided to leave my kettle with Game.