Receipt ****oo

We bought a gazebo in October 2018. We tried to open it for the first time in December, but some of the poles broke. We tried to get an exchange, but didn’t have a receipt. We tried to get a copy as we are Game card holders, but the customer service rep first said she typed the bar code incorrectly and failed to obtain a receipt. On the second attempt she said she couldn’t get a receipt as the item was bought either a day before or after the 30th of the month. We have already approached Game Pavillion and they are prepared to do the exchange provided we can get a copy of the receipt from Game Hillcrest. Please help