Bad service at Pick n pay Cavendish

I am utterly disgusted in the level of "service" I received at the pick n pay branch in Cavendish square. I returned an appliance with a till slip which has a 2 year warranty and was told by the manager that it is procedure to first contact the company to see if it can be repaired or not. The manager said they would get back to be in 3 days. Firstly I don't see why I should have to wait pick n pay is well established company and I am pretty sure you guys deal with this on a daily basis why should I as the customer have to wait for the appliance and then drive back and forth to fetch my appliance when all I wanted was a straight swop. I made it clear that I did not want a refund. I bought the appliance less than 1 year ago and I have provided the necessary documents for proof of purchase. If I had gone to pick n pay kenilworth I know that i would not have gotten such putrid service. I returned an appliance once before at that branch and the staff/manager was happy to help and exchange my product!