Bad customer service in Makro Silverlakes

I bought a havourboard for my son in Makro Silverlakes on the 27th of December 2025 it stopped working which I took it back to the store on the 19th of December. When I get there to the store returns, the lady with the name of Ivy was assisting me. When I get to the desk I trying to explain that I brought back the havourboard she checked the receipt immediately said to me unfortunately we won't be able to exchange the 14 days have already passed without even listening to my problem. She got so rude and said to me even the suppliers are closed. I asked her on what I'm supposed to do and she rep**** that I must wait for the supplier to open in January. I ask her that is there anyone in the store that is working with them maybe they can check and assist, maybe it's not even a major thing that need the supplier. She rep**** by saying there's nothing that they can do. I had to insist, that's when she called someone and that person when he comes he didn't touch it to show that they have already discussed. Before she can assist me, there was a white old lady that she was assisting, I think she didn't have a receipt and they were searching for it on the system. She kept on having bad comments with her colleagues in sotho language about that white lady. This Ivy lady she's very rude and have attitude, doesn't deserve to work with customers. When I leave the store she gave me her name proudly so in order for me to report her. Now I'm sitting with something that is not working and I don't know what is the way forward. Kindly assist.