Poor service

I called in very politely to enquire about a process of refund due to a product not being up to standard. I was told Mr. Osman isn't in he's office and the person couldn't confirm where he was at the time being weather he's in the building or not, yet she's the receptionist. I asked if there's any other person available to attend to my enquiry and was told Mr. Osman will get back to me but she's not sure when. This is poor service. The shop I bought it from refused to exchange it and told me it comes from the factory like that. Hopefully this will get Mr. Osman's attention.