Worst service ever - makro Strubenvalley roodepoort

On the 12/04/2020 I bought a Kibo roller mop from makro Strubenvalley Roodepoort. The mop broke and I took it back to makro on the 27/08/2020 at the time I didn't have the receipt with me so I asked them to look on my card. They could not find the mop purchase on my card, which I didn't understand how come because at Makro stores one can't purchase without the makro card. I was told that they will not assist without the slip. I found the slip at home then I went back on 28/08/2020. The slip did not show my card number so I asked them who's the card holder and they refused to tell me. The manager by the name of Ponasen Panther without even looking what was wrong with mop told me I need to buy a new sponge he will not take it back. A mop I had before that I bought for much lesser lasted me for years. A mop used once a week I was told by Ponasen to replace the sponge. When I told him I don't want it I cannot keep a mop that will cost me that much, he refused to take it back and give me my refund. I called makro call centre where found the details that the card number used belonged to makro Strubenvalley. How did that happen that their card was used for my purchase? Do they do this to unsuspecting customers so that when you return items can't be found in your card if you loose your slip? I was informed by the call centre that the mop has 6 months warranty. The complaint I logged with their call centre on the 28/08/2020 no one has called me back. When I follow up with their call centre I am told I will receive a call in a hour, but that hasn't happened.