bad customer service

i received 2 gifts from a friend one is a coffee expresso machine and fan i have the box of the fan but i dont have the box of the expresso machine i did call in to your customer care line the lady did told me you can not assist me with the expresso machine cause i dont have a box but is your platitum brand so where do i take cause it doesnt make sense for me i think this very bad and iam buying everyday at your stores for the last 15 years i never had problems im very dissappointed the lady rather told me that i should contact the person who give the gift to ask for a slip . please contact me ***