Terrible Customer Service!!!

I was at Game Stores Menlyn on 20 Sept 2015 at around 16:45 to return a gift that was purchased for me. The Item was a Vacuum Cleaner from Verimark. The product was hardly used and the casing which secures/holds the dirt broke on the inside. The item was purchased less than a year ago and has a 2 year quality guarantee. <br> The customer service agent by the name Matshepo Letsapo was extremely rude by refusing to exchange the broken item, whereas the verimark agent was willing to exchange the item. The game service agent was rude by discussing what should be done in her language whilst in my presence. She was terribly rude and does not know how to deal with customers. I called upon the manager who spoke about some clause about product returns or exchanges. I asked him ,\Tshepo Moelesi to please show me the clause more than 3 times and he kept saying to me