broken blue-tooth headset

on the 2015/09/20 I bought a HISENSE cell phone HS-U961 from Edgars Promenade<br> which came with a complimentary blue-tooth headset. the very next day I found out that the blue-tooth headset was not working. I took it back to the Edgars Promenade .they have emailed and even tried to call the people from hisense ,they have been given the run around from hisense. I also tried calling I was also given the run around for two days, I contacted Edgars again and they told me that on the 2015/10/09 Natassa ,Patsy told them that the store would be credited. But on the 2015/10/12 Edgars was told by Craig that the blue-tooth headset was a complimentary gift and that they will not exchange the blue-tooth headset. I`m so disappointed in the customer service which HISENSE in the Western Cape is giving. its been a month now. the main reason why I took the cell phone was because it came with a blue-tooth headset. All I wanted to know is why cant they replace the faulty headset with another one.