Bad customer service

Hi, visited Gelmar early in December to purchase a clothing rack, this is the 3rd one. The 1st lasted quite long abt a year and the 2nd under 3 weeks. I called the store to notify them that I had mislaid my slip and this item is faulty, it was falling on one side , although on the box says that it can carry max weight of 16kg, 8kg on each rack, as this was a double rail and I needed their assistance to have the item exchanged. I spoke to Paul from the store and he was quite helpful, suggested we bring the item in to have it exchanged but no refund. Which was understandable. When we got to the store with the item, Sihle the manager wasn’t to interested in assisting my helper. So I had called him to find out why he wasn’t able to assist and he insisted on me producing a receipt, and was not willing to assist. I asked that surely there is a paper trail and the copy of the-receipt could be traced as proof of purchase. He said that department is closed and will only reopen on the 4th of Jan and I should call in then, and he will try to assist. With all that said he did not satisfy me as a customer, I require this item and I needed it exchanged or refunded, but was turned away. As a consumer I believe that my rights were compromised. If this is a supplier issue where the item is faulty, surely the item should have been exchanged or refunded and then sent back to the supplier as item being a defect and claim from them and sort the issue out in house and left me out of it and have it refunded or exchanged. I am really disappointed and dissatisfied with the service I received. I have dealt with other outlets who gladly assisted me even without my proof of purchase and that’s customer service!! Going the extra mile to assist!!!