Disappointed customer

We bought an ASUS laptop in 2021 for R5500, it had problems, and we had to bring it in for repairs in 2022. It was still under warranty; we still had issues after the 1st repair and bought in again in November 2022. We were given a job card and waited for our laptop. Unfortunately, I had to travel due to work and was out of the country. My mum was never called or send an email to come collect our laptops, sadly until today we still don't have our laptop.

I have gone to the branch in Eastgate were I bought my laptop, and I was told excuses about archives, how they company does not keep records older than 3 years. I then told them a big company like Incredibles should have electronic archives, since they are working with Metrofile. I requested proof of a document that they "claim" we signed for collection, after repairs. Sadly, I was provided by the 2nd job card which clearly does not have a signature under collection section.

Does this mean I must just give up and accept that someone in the branch must have taken my property worth R5500. I very disappointed and will never recommend anyone even a dog to your stores.