No record of vacuum returned lost my item

Cant locate me on record for return logged for faulty vacuum, I took my vacuum which was faulty and smoking to be looked into/repaired/returned at Game n1 City after 21 days I still did not hear from them I proceeded to call and was informed there IS NO RECORD OF ME ON SYSTEM, I then went in store on Saturday 22/11 and same thing no record at all I do not have the reference number as I thought it was in the box HOWEVER surely you should have record of me coming there and logging the repair I sat there and completed all my details yet... no record of me at all. Pathetic I need my vacuum cleaner hence the REPAIR I do not want that bennet read as I said it is poorly manufactured I want a refund and I want a better vacuum seeing as that you lost my one