The service sucks big time here....

Yesterday i mum took back our bissels vacuum as its giving problems. The customer service agent told them that the vacuum needs to be booked in to go off to the supplier for a service. Like what the hell since when? They explained that that is the warranty process. I checked and they said no. The store is supposed to do a straight swap or refund and they need to return the item for a credit. I used to work in retail and know all about these things. All i want is for you to take your damn faulty vacuum and give me a gift card and I'll get me another vacuum later or after the festive season. Your store is well known for bad customer service. Nobody was on the floor yesterday to assist. They will inform 90% of the clients they are out of stock. They won't check the system for other stock at other branches. You people need to check your staff cause they make like they own the store. Every time i go here i get bad service. The customer care agents and their remarks.... That is something else. I want feedback ASAP on what is going to happen and i won't wait for a thing to be sent away as your agents just want to buy time for the warranty to expire....