Worst experience ever from management at Incredible Connection

Dear Incredible Connection The Glen Mall Alberton Gauteng

Today was my worst ever experience at your store in Glen alberton Gauteng. I bought a laptop on 16.03.2018 at this store and it's not even 2 month the laptop become unresponsive so me and my wife arrived at this store today Friday 11.05.2018 @ 16:40. So we went to the upgrade and repairs counter and was assisted by a technician. He tried his very best to assist but even almost 2 hours later still this laptop tooked forever to be flashed/cleared. So I asked him to rather refund me to buy something else so he called the manager on duty, manager arrived and from the get go he had an attitude about returns policy, so I showed him what the Consumer Protection Act says about refunds. After a long debate he agreed to refund me but I will have to pay a 15% penalty? So I said ok I will pay the penalty but forward this to the customer complaints department, CPA complaint will be logged and Ombudsman.As it was now over 2 hours around this store i opted for an Xbox One S as there were many on display for R3999 including the Forza 7 game. Tooked the box to the counter together with a GTA 5 Xbox One game.The manager name is Delano. So he check and come back saying they have no stock left and then instructed employees to remove all Xbox one boxes from the sales floor together with mine and the GTA 5 game. You can also verify this on their camera surveillance. I also had to left the store without my refund as they claimed they had no cash available. On my till slip was written cash to be collected. Can someone senior please investigate this matter and call me on ********** 848. The CPA also states what you see is what you pay but my experience tonight was terrible and I want to let people know of this.