poor service

this weekend passed we went to game Toti to purchased a kettle and upon arriving home when i opened the box i noticed that the kettle is a reject which is not even working, i called the pinetown branch and the manager advised i have to go back to the same store to sort out and when i called the customer care they apologised and said i should return to any branch with proof of purchase. when i went to pinetown they refused exchange or refund and insisted i go to sam store, now i am the customer being shoved when this is not my fault

where is the service what about time and money spent on calls and running around