POOR CUSTOMER SERVICE - WHATEVER HAPPENED TO LOYALTY?

<p> </p> <p>I bought a set of headphones from Musica at Liberty Midlands Mall in Pietermaritzburg on the 27th of December 2016. A few days after I bought them I had to return them to the store for exchange because the sponge fell off the ear piece. They swapped them for me and a week ago, on the new set, the same thing happened where the sponge fell off the ear piece again. I have moved house in the last month and cannot find my receipt, and the box was thrown away. There is no damage on the head phones, and I went into my bank statement and showed them the proof of purchase as I couldn't find my receipt. they have on their exchange book my details on the previous transaction, and I requested them to trace the receipt on their system, and the manager refused and said it would be *****. They refused to swap my headphones, despite all the proof I submitted, and the fact that they remembered me and they had swapped them before for the same problem. I bought the headphones for R400, and feel that it is grossly unfair for Musica to refuse to swap something that obviously have a factory fault, and worth so much. I also feel very hurt that despite my long standing custom to that shop in particular, they would treat me so shabbily. In December alone I spent over R1500 on music and movies, and I always purchase from them. Besides the headphones I have never returned anything else I buy from them, and this is a poor example of customer service. My Clicks Clubcard is linked to Musica and that alone can prove how much I spend at Musica at any given purchase, as i am an avid music and movies fan. despite the manager being fami**** with me as a regular customer at that shop, he still managed to tell me tracing my reciept on the system constitutes to *****, which is a lie because Clicks has done this for me before when i needed to find a reciept for a product i needed to submit to my work.</p> <p> </p>