Carol Boyes refuses to exchange product

I received a Carol Boyes item as a gift, unfortunately the item was defected. I visited the store the next day in order to exchange the item. I also asked for the item to be exchanged for another product, as I have already had the same item which I bought for myself a few months ago.

The staff at Carol Boyes store in Woodlands Boulevard was not trained into evaluating individual situatin, they 1st refused to exchangd the defected product because I did not have a receipt. Eventually they agreed that they will exchange the item because it was defected, but I could not exchange it for another type of item without the receipt.

I got the receipt from my friend who gave me the present, and 3 weeks later I coud visit the store again. This time, 1st the staff asked for the original receipt, which I did not have, only an electronic copy of the receipt (same staff than when I previously visited the store), then they told me I cannot exchange it as it was outside the 30 day return policy, even though I was the 1st time in the shop exactly 30 days after the product was purchased, when they did not want to exchange it.

I got so cross that eventually I left the product and the packaging in the shop. I have now written to Carol Boyes to request, not even a refund, but an exchange for similar value of any product in the shop, but I have not had a response yet.

Let me see how the head office staff is trained, and if their customer service will be better than the store staff.