Poor Service

Game Southgate Mall: I have bought 2 sets of Travelwize suit cases on 2 Feb 2020 that have a 2 year warranty. The large case was used twice and cracked. I have misplaced the slip but bought it on my Game store card and knows the exact date of purchase and the value of the purchase. I have submitted a request at Game Southgate Mall mid March 2021 and to date, i.e. 3 months later, have not received feedback. I went to the store probably 5 times to follow up and they keep on giving me the same explanation that they haven't located the slip. I struggle to understand how such a nationwide retailer cannot find an audit trail of something bought on their store cards. I have been patient for 3 months. This is unacceptable service. The reference number is REQ***. I need feedback urgently please.