pensioners mistreated by hi-q

We tried to return a defective willard battery today purchased in march last year. The battery belongs to my parents, whom are pensioners. They are expecting us to wait for a week while they do their checks and in the meanwhile have left two pensioners without any mode of transport. Extremely unfair, bad service, no options offered. We understand that they may have internal procedures, but that is just what it is, thier procedures,it should not affect my parents. Very unhappy with hi-q and the representatives dealt with. Bad attitudes, no empathy, its not my problem attitude. Shamiela (manager)was nice, but the issue still remains unresolved and my parents without transport. Pls do something about this.