Customer item missing

BT Games Fourways has some of the worst customer service when it comes to assisting customers with their exchanging policies for accesories such as headsets, also when they did eventualy exchange my item a PS5 headset they took my 3.5mm audio cable that connects the headset to the controller and said that they did not see it and that they have no reason to take it as they "have their own stuff" i remeber putting the cable in the box when i took the headset to get replaced. There upper management does not even asnwer the phone so there is no point in trying to call someone to invistigate why i have items missing and staff do as they please with no regard to customer service truly shocking.