Pathetic service from Area and operations manager

What a pathetic service I received from both the Area named Joseph and Operation manager named Gilbert, am not sure under which Act are they complying, they receipt stated no refund for promotion and sales items. But their terms and conditions online says the opposite of their receipt. Which both managers failed to advise why. I bought to BMW t-shirts and the quality was so not good,when I returned them I Was advised they don't do cash refund. I was so amazed such a big shop. So now I understand why they refused to do cash refund is because they goods sold from their shop are ****..