Very Poor service/failure to fulfill obligation

i Sent in a portable DVD player for repairs over 6 months ago, i was called yesterday by a gentleman called Kaden advising me that the DVD Player could not be repaired. he advised me that i must come to the store and collect a new one and pay the difference. i agreed and subsequently went to the store in Beacon Bay. i signed all the required paperwork and was told to wait as he was going to get a signature for this, he came back about half an hour later and advised that he requires the purchase slip, i then advised him that it was given to them wen the device went in for repairs, i advised him that i do not have the slip anymore, he then advised me that the previous guys lost the slip and that he will speak to the manager and get back to me, i asked him to call the manager, again he went in and came back a while later saying that the manager is not there, i have left numerous messages for the manager to call me, almost two day later still waiting. this is pathetic. this is the second Dvd player with the same issue.