False information and poor service

On the 28 of January 2024 I came to the Builders Warehouse in Newcastle for gate remotes. I brought my DACE remote and asked the consultant that I am looking for a DACE remote and he showed me other remotes and said they will work because they are universal. I was only able to test the remotes when I got the control board opened end of February however I had already opened one remote as I thought I could try and get to the control board beginning of February. As I was told it would work I had no doubt that it would be a problem and threw away the packaging for the opened remote until I found out they were not compatibale with my control board. I went to the store beginning of March to ask for a refund to use to buy something else in the store for them to say they cannot accept the gate remote without the packaging which was to my suprise. The one manager said the only thing he can do is to call the suppliers and ask if they can take it back for a refund and he would call me the next day with an answer (I could see he did not want to really assist me). The next day I did get a call however I was already on a call with a client and couldnt answer so right after I called them back saying I got a missed call and what it was about but because I didnt know the person trying to call me they basically said they cant help. Hoping to get another call back, I called again later the day and still no luck. The following day I have still not recieved a call so I called them again and they keep saying I must hold on and then drop the call without ever getting back to me. Still to this day I have not received a call because they were not willing to really assist me in the first place. Poor service quality and if the consultant was honest from the beginning saying he was not sure if the product would of worked and I should keep the packaging and slip just incase, I would not be in this situation. This was bought for a Non Profit organisation under false pretenses that the product will work and now I am unable to even get a refund to use to buy something else in store. It was not even like I was going to not purchase another product so they were still benefitting from the refund. I will never use builders again because of this.