Empty promises

On the 3rd January I purchased a ps4 controller for my son at exactly 5.50pm before the store was closing.. When we got home my son had told me the controller was faulty I then asked dmy brother to come over the next day to check and to pair it.. Low an dbehokd he said the same thing I immediately called the store and spoke to Rob he told me that I should bring it in for testing so I agreed and said I would on the Sunday as we don't stay nearby he was fine with that.. On the Sunday the controller was tested and had appeared all fine but my son kept saying it's when his playing a game not doing a selection they then advised me to do a software upgrade.. So. Off we go home I do step as told by Rob and it so happened they it was already upgraded I then proceeded to play a game to understand my son's frustration and it was faulty I called Rob again and he advised me to go into their website and follow instructions on their tab already for me this was frustrating.. But I did so and still no help I called Rob back and I told him I would prefer a refund as they couldn't exchange they were out of stock after much argument he agreed and said I should come in on Tuesday I asked him twice Rob will you refund me I go back to work in Wednesday and cannot drive back and forth all the time and neither can I do a million calls he assured me he would refund me.. The Tuesday I rushed there before close time as I was at work setting up my class for Wednesday. A then very arrogant and rude man said Rob was off.. I was shocked especially cause he had told me to Come in.. I then proceeded to telling the owner (as he said) that this is my problem and I would like a refund he wasn't hearing me argued so much that the staff was staring at me I walked out as it was not only embarrassing it was frustrating esp because it was late and I felt as if I wasted my time.. Since then iv called head office spoke to Shireen she made it clear there is nothing they can do as it is up to store manager to decide.. To date I have recieved no calls no apologies esp from Rob that made a empty promise in sitting with a controller I paid over R500 for a week later that can not be used.. Why should something brand new go into a workshop to be checked why would something brand new be faulty.. I have spoken to a few people and they all complain about this managers arrogant and rude ways.. It's disappointing as I often buy ps4 games from them but never again.. I can only wait and see now if my matter will be resolved or sadly I will have to open up a case.