Poor customer service

I would like to report the poor service i received from Identity, i purchased a boot from them and had it returned last year, because the boot had a quality problem, the heel was broken, The staff member Glenda, did an inter branch and replaced my boot with the same one, i had it on once and felt something wasn't quite right about the replacement boot, guess what the same defect the old one had, i then took it to the store and showed the manager and because i didn't have the receipt anymore, she looked on the system under my purchased goods for the past year, but couldn't find it and said they cant go back further than a year, so in essence what identity is saying, sorry we cant help you with our obvious bad quality product that you have, until you bring proof of purchase. 1 I bought it on my account how can they make this my problem, they should go into my account and find the purchase that's been made and either replace my boot or credit my account again, what do i do with a new boot with skew heels? I called head office and was also told sorry they cant help me, i must get the receipt, how bad it that for customer service!!!