Unprofessional manner I was dealt with and was refused to change the item bought even though it is still within garrantee

Today I went in to Pick N Pay shop at Umlazi Mega City to have the sandwich press machine replaced due to faulty I am experiencing on it. unfortunately i no longer have the receipt however bank statement and smart shopper card reflects. proof of the Item bought. I wish to express my disappointment and frustration caused by the workers that helped me including the store manager Mr Bhengu. I spent more than an hour sitting and waiting for the response of if they change the item for me or they rejecting. mind you the item has a 2-year warranty and is still within the warranty. The shop workers discussed the matter among themselves and kept me in a dark and did not border to advise me and continued waiting for the feedback, i ended up approaching one of the ladies that was the party of the discussion to enquire of the progress and she advised that Mr Bhengu is saying i dropped the machine that is the reason is not working. and advised to wait for Mr Bhengu again to come and explain. I further waited and 20 minutes passed and Mr Bhengu never came back. I went back to the lady again and her explanation this time around was that the smart shopper transaction list does show that i bought somethings by it is not showing exactly what items were bought and asked me to further await for Mr Bhengu another 30minutes waits went by until i was fed-up and left the shop without the replaces item and without the one i came with.