Shocking service from Makro - and libel!!

My 81 year-old mom bought a kettle at Makro. She was convinced by their sales team to buy a **********ly expensive Russel Hobbs breakfast set of R 1400, because, you know, QUALITY. She was sold on the 2 year guarantee that it came with. Within a few months, the kettle failed, and she returned it. It was repaired and she got it back. It is now 1 year and 11 months old, and it failed again with the same symptoms.. At Makro Cape Gate, I returned it on her behalf. An angry lady came to "help" me at the returns desk. She refused to book it in under warranty, as my mom - 80 years old - was supposed to register the warranty on the internet. She does not even have a computer and is not smartphone literate. Nobody told her she had to do this. I asked the lady for proof of this, and she showed me on fineprint on a DIFFERENT kettle's box that is says in large printe 2 year Warranty, and then in very small print "If you register on-line". The lady did not want to listen to reason. I asked her to call me a manager. She disappeared, came back and told me the manager said they can't book it in. I told her I wanted to speak to the manager myself. The manager, also a rude lady - I think a miss Marais, then told me bluntly that they will book it in, but not under warranty. I asked for her name, and she held her nametag at a distance and angle that I could not see. I tried to reach for the tag (it was not attached to her body, but held at armslength on a lanyard) to turn it to be able to see her name. She accused me of trying to touch her - a very INSULTING accusation. All I wanted was her name. I then also asked the name of the first lady, she refused to give it to me, I later heard other staff referring to her as Vivienne. I was shocked and dismayed, and will NEVER visit Makro again. I feel so strongly, that I am buying my mom a new kettle from Checkers - theirs' last, mine is 15 years old - as I do not want to set foot in Makro again, even though they now have the kettle and has sent it away after a row of other clients behind me started saying that they all go similar treatment and that Makro has no clue how to be of service to clients. I demand action, especially against the lady accusing me of wanting to touch her. I am sure you have video cameras and can view the footage to confirm that this was a lie! I (or rather my mom in this case) was your client, and we would like to believe you value your clients. I am reserving my right to approach a lawyer as I am considering libel charges against Ms Marais, she made the accusation loudly in front of a row of waiting customers.